Milton Pedraza Experience Quotations

Ritz-Carlton had the highest number of wealthy consumers reporting stays in the past 18 months (26.9%), with Four Seasons second (21.6 %). However, Mandarin Oriental, with only 5.1% reported stays, received the highest Customer Experience Index score, 89, edging out Ritz-Carlton and Four Seasons, both at 87.

Luxury CEOs need to know how the target market perceives their brand's reputation and that of their competitors' (LBSI), and how customers rate their brand experience and competitors' experiences (LCEI).