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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company | 
 enlarge | Author: Joseph Michelli
Publisher: McGraw-Hill
Category: Book
List Price: $24.95
Buy New: $12.99
You Save: $11.96 (48%)
New (44) Used (13) Collectible (1) from $12.09
Rating:  10 reviews
Sales Rank: 7908
Media: Hardcover
Edition: 1
Pages: 224
Number Of Items: 1
Shipping Weight (lbs): 1.1
Dimensions (in): 8.6 x 5.7 x 1.1
ISBN: 0071548335
Dewey Decimal Number: 658.4092
EAN: 9780071548335
ASIN: 0071548335
Publication Date: June 13, 2008
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Condition: Brand New Book!
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Product Description
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.
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| Customer Reviews: Read 5 more reviews...
 Gold Standard Is a mid level book November 3, 2008
Martin Hoffmitz (Canada Eh?)
0 out of 1 found this review helpful
There is so much that is obvious and redundant in this book. Nevertheless, every company needs to consider the core message: How do you make the customer experience exceed expectations? What are the fundamental deliverables of those expectations.
Customer Satisfaction is only the beginning.
Winning companies need to build a real time nervous system that engages customers and potential customers (i.e. your marketplace and competitor customers, as well as your employees at all levels.
The nervous system measures and engages everyone in GREAT experiences, how to build them and what do they mean to the end user?
People link not to KNOWLEDGE, BUT EMOTIONS. This is the core that my company has discovered.
Martin Hoffmitz BehaviorWorx Inc.
 The New Gold Standard October 28, 2008
Nancy A. Norman
1 out of 1 found this review helpful
This book is about the much acclaimed detailed, tightly structured training program that the Ritz Carlton Company has originated. The program is not only utilized to engage their employees all over the world to offer the very best, thoughtful service possible, but it is also to engage the customers that frequent their properties to the degree that they become life-long advocates for the Ritz. James A. Michelli, the author, relates his information in an interesting way and additionally, uses the Ritz' various training modes as examples for usage by other types of businesses. The book expounds upon the five leadership principles for creating a legendary customer experience, courtesy of the Ritz Carlton Hotel Company. This is definitely a "must read" for those interested in the hospitality industry.
The New Gold Standard October 28, 2008
Gerard J. Rouleau (Terryville, CT)
Excellent Book. The approach is simple and makes a lot os sense. Wish more businesses took this approach. I recommended this book to many of my clients. Dr. Joe Michelli did an excellent job. He understands business and has a great way of presenting his material
Jerry Rouleau
J. Rouleau & Associates, LLC & BuilderRadio.com
 Style and substance meet. October 4, 2008
Andy K (Adelaide, Australia)
2 out of 2 found this review helpful
Product or information businesses can learn so much from a caring business like the Carlton-Ritz.
This stylish book exemplifies the inspirational branding of the Carlton-Ritz with moving stories and practices.
World Class Leadership and Results September 10, 2008
Norman Lacasse (Ft Lauderdale, FL)
2 out of 2 found this review helpful
Joseph Michelli in his book "The New Gold Standard" shares the ultimate principles of lasting success. He is right when he says :"Great businesses grow their people, their communities, their customer base, and their profitability".He also says "Ritz Carlton leadership realizes that by teaching others, the service standards of the communities where they do business are elevated". Very powerful !
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