Excerpt from the book, Flock Not Clock. The Power of Sharing Mental Models: Wow Stories "I am empowered to create unique, memorable and personal experiences for our guests." This simple employee statement (number 3 on the Ritz-Carlton’s list of 12 service values) exemplifies a culture in which employees are empowered to learn. Ritz-Carlton, one of the world’s most recognized luxury hotel chains, with 90 hotels and resorts around the world, uses organizational learning to drive its award-winning customer service. They do so by building capacity through institutionalized processes they call Daily Line-Ups and Wow Stories that use the power of storytelling as a way to spread learning across the organization.