The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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...
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Set the "Gold Standard" for your industry.Define and RefineEmpower Through TrustIt's Not About YouDeliver 'Wow!'Leave a Lasting Footprint"Required reading for anyone who wants to learn how to create passionate employees and customers!" —Ken Blanchard, co-author of The One Minute Manager and The One Minute Entrepreneur“The Ritz Carlton is the best hotel chain in the world because of the unique experience it offers. This book shows you how to install the same customer-focused attitude toward service that makes a world leader." —Brian Tracy, author of The Way to Wealth 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.
Foreword Simon F. Cooper ixAcknowledgments xiiiThe Ritz-Carlton Experience 1Define and RefineSet the Foundation: Communicating Core Identity and Culture 19Be Relevant 44Empower through TrustSelect-Don't Hire 73It's a Matter of Trust 94It's Not about YouBuild a Business Focused on Others 119Support Frontline Empathy 146Deliver Wow!Wow: The Ultimate Guest Experience 165Turn Wow into Action 187Leave a Lasting FootprintAspire, Achieve, Teach 207Sustainability and Stewardship 228Conclusion: A Lasting Impression 256Notes 265Sources 273Index 277
