When maria, the keynote speaker at a major business leaders' conference, arrived in the middle of the night at the ritz-carlton, she was exhausted and her suit was wrinkled from her 10-hour plane trip. the night clerk found someone to dry clean maria's suit and have it ready for her morning presentation. she has been a loyal ritz-carlton customer ever since. in this example, ritz-carlton demonstrated the macro strategy ofmultiple choice a. customer excellence. b. operational excellence. c. product excellence. d. promotional excellence. e. global excellence.