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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company
by Joseph A. Michelli

Published by McGraw Hill

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Five Leadership Principles that set the "Gold Standard" for your industry:
  • Define and Refine
  • Empower through Trust
  • It's Not about You
  • Deliver "Wow!"
  • Leave a Lasting Footprint
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 award-winning Leadership Center, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with key principles that provide a customer experience unlike any other:
  • 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.



pub date: 2008-06-13 | hardcover | 9780071548335