The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

Joseph A. Michelli

McGraw Hill Professional, Jul 1, 2008 - Business & Economics - 224 pages

Discover the secrets of world-class leadership!

When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.

The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as:

• Understanding the ever-evolving needs of customers
• Empowering employees by treating them with the utmost respect
• Anticipating customers' unexpressed needs and concerns
• Developing and conducting an unsurpassed training regimen

Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them.

The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

What people are saying

LibraryThing Review

User Review  - skinglist - LibraryThing

An interesting cross section of leadership lessons mixed with case studies from Ritz Carlton's well known business practices. The author is in love with his Ladies and Gentlemen, but the WOW lessons learned were good ones.

LibraryThing Review

User Review  - VincentDarlage - LibraryThing

Good book on how to run an exemplary company. Good leadership principles. I liked that it also gave examples of where the company fell flat on its face.

Contents

• 1 The RitzCarlton Experience: 1
• Principle 1 Define and Refine: 17
• Principle 2 Empower through Trust: 71
• Principle 3 Its Not about You: 117
• Principle 4 Deliver Wow: 163
• Principle 5 Leave a Lasting Footprint: 205
• A Lasting Impression: 25
• Notes: 265
• Sources: 273
• Index: 277

About the author

Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBC’s On the Money.

Bibliographic information

• Title: The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company; McGraw Hill professional
• Author: Joseph A. Michelli
• Publisher: McGraw Hill Professional, 2008
• ISBN: 0071641637, 9780071641630
• Length: 224 pages
• Subjects: Business & Economics / Management; Business & Economics / Training