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Ritz-Carlton and Marriott in the digital age: five star or two star customer service?
Ritz-Carlton, Marriot’s five star luxury hotel chain, manages to surprise and delight its guests time and time again. They’re doing so well at this, in fact, that guests keep coming back to Ritz-Carlton hotels far more often than they do for their five star competitors. But how are they doing in the digital world? Not…