Ritz Carlton achieved 99% satisfaction ratings with its customers in 1999. However, it is set on improving that further. But customer satisfaction costs money. Is it worth it for Ritz Carlton to focus on that tiny 1% on top? How do we synthesize this idea of focusing on the tiny 1% with the 80/20 rule?

A video on what Ritz Carlton does to make for a great customer experience: https://www.youtube.com/watch?v=i91dDT_M0LM