Bruce Himelstein is the Ritz-Carlton executive who transformed customer service for one of the world's most recognizable luxury brands, as featured prominently in the New York Times bestseller, The New Gold Standard.
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Power of Innovation

The following is a partial transcript of Bruce’s Speech on “Innovation and Market Change.”
Please check out his video below the transcript.


Consider this.

You did something significant that you were proud of. Your public relations person, coordinator, manager, or director put out a release. You hope that the media that watched your specific segment and picked it up. If they did, you circulate it around the company and it becomes a home run. Everybody is proud and it ends up in the employee cafeteria; it ends up in the newsletters. Everybody feels good.

Let me show you how quickly that’s changed. Last year, when I was at Loews, my team came to me early one morning and said, “We have figured out a way to have our customers make reservations through Twitter.”

I said, “Really?”

Come back to me at the end of the day and tell me why we wouldn’t do it.

We’re a public company. I want to make sure we’re protected.

“Go see our legal department. Talk to risk management and operations. Why would we say no to that idea? Then come back at the end of the day.”

They came back to me at the end of the day. They said, “There’s no reason not to do it.”

“Great. Let’s go.”

Eight days later we were on the Today Show, being highlighted as the first hotel company to make their reservations through Twitter!

Now, you talk about public relations. That wouldn’t have occurred ten years ago. That wouldn’t have occurred five years ago. That’s how fast things are moving today.

If there’s a student signing up for public relations here at Belmont, it’s a very different world than the people that were studying public relations five, ten years ago. As an innovation speaker, I’m going to walk you through a lot of important change.

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