The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel CompanyDiscover 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:
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. |
Contents
| 1 | |
| 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 |
Other editions - View all
The New Gold Standard: 5 Leadership Principles for Creating a Legendary ... Joseph Michelli No preview available - 2008 |