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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company |  | Author: Joseph Michelli
Publisher: McGraw-Hill
Category: Book
List Price: $25.95
Buy Used: $7.99
as of 7/30/2010 05:41 CDT details
You Save: $17.96 (69%)
New (34) Used (33) Collectible (3) from $7.99
Seller: goodwillnyonline
Rating:  24 reviews
Sales Rank: 25745
Media: Hardcover
Edition: 1
Pages: 224
Number Of Items: 1
Shipping Weight (lbs): 1.4
Dimensions (in): 8.6 x 5.6 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
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| • | ISBN13: 9780071548335 | | • | Condition: New | | • | Notes: BUY WITH CONFIDENCE, Over one million books sold! 98% Positive feedback. Compare our books, prices and service to the competition. 100% Satisfaction Guaranteed |
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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:
Showing reviews 1-5 of 24
 A great, if somewhat older book; recommended along with a newer "ritz management" book May 15, 2010
Ruth Librand (new york, ny)
9 out of 10 found this review helpful
"New Gold Standard" is a super, if slightly older, book on a really important subject: The Ritz-Carlton is one of the organizations whose methodology has truly transformed our understanding of what customer service quality and consistency can be.
I recommend "The New Gold Standard, especially if you're in the hotel business; Michelli, who also wrote The Starbucks Experience, is a consultant who did a great job writing it. I don't agree with the catty comments on this page that its writing style is sleep-inducing, etc. -- I guess they're complaining because it's written in an academic style and is maybe overly deferential to the owners of the Ritz (hey, it is an "official" history). Nonetheless, in my opinion it is still full of many well organized details and a helpful book for anyone in hospitality. Some of the strong points in particular are the historical overview and the interviews Michelli includes.
(One note to be aware of: There's now also a newer book on practical applications of Ritz-Carlton customer service and management techniques that's just come out this May; I really enjoyed it a lot. I got a lot out of this newer book ("Exceptional Service, Exceptional Profit"); it's by the founder of the Ritz Carlton Leadership Center along with Horst Schulze, the Founding President of The Ritz. They collaborate with an entrepreneur/systems expert from *outside* of the hospitality industry; this allows them to cover management issues in a lot of depth and in fields that are often far removed from just hotel-industry topics. Here's the link: Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.
 IBM Competitive Edge Book Club Selects Book in Q3 2008 March 25, 2010
Brien Convery
1 out of 2 found this review helpful
The IBM Competitive Edge Book Club is open to all Sales professionals at IBM. "The New Gold Standard" was our Q3 2008 book club selection. Overall feedback from the members was good. In the feedback from the members, we ask them the question - "What will you do differently in your job since your study of this book?" Some of the replies directly from the members included:
- "I will try to apply the concepts around exceptional customer service. Delivering 'wow' means extending our thought process beyond delivering just what is the basics and looking to over-deliver to our clients every day."
- "Focus on instilling and maintaining a service culture within my organization"
- "IBM has its own "ladies and gentlemen" - particularly pertaining to "dedicated to our client's success". What we can do better is help each other reinforce this with our local teams on a daily basis."
- "The book has given me good ideas for how to take customer service to the next level in our business. Some of the concepts and ideas in the book will help me when dealing with, or, selling to customers."
- "I think the book applies itself very well to anyone that deals with customers."
Thank you to Dr. Joseph Michelli for being apart of the IBM Competitive Edge Book Club experience and for writing a book that is interesting to read. The book drives home the importance of providing great customer service while balancing and recognizing those internally that create that experience for your clients/ customers.
Best Regards,
Brien Convery
IBM Global Workforce Partner and Competitive Edge Book Club Leader
 Great Content but Poor Delivery on the Kindle February 27, 2010
loka (Hong Kong)
0 out of 1 found this review helpful
I know nothing about the Ritz-Carlton before I read this book, now I know everything - from company history, mission, values to staff training and engagement in corporate social responsibility.
This is also a good read for those interested in such topics as leadership and management. It offers 5 leadership principles which can be directly applied in your own company, especially the chapters about how Ritz-Carlton select, train and engage their staff members, who are closest and most critical in producing happy customers.
The only thing I have to complain is that when the book is read on Kindle, some portions of a few pages (around 8 pages) were cut due to technical/ editing problem. It's just downright frustrating to see this happen. I would therefore recommend you buy the printed version if you really want to sqeeze every juice of it.
If by any chance you find my review useful, you might want to check out my blog: [...] for other book reviews and posts about businesses, marketing and consumer behavior.
A must read for anyone in business December 26, 2009
N. Bailey
2 out of 5 found this review helpful
Weather you have great principles and practices already implemented or you're looking for ways to improve your business this is a great book to learn from. It doesn't matter if you're in the hospitality business or not. Ask yourself, why are we doing things this way and is there any other way to do it? This book inspires you to look at things differently. Yes, you have policies buy they should be guidelines and up for review anytime someone runs into one. If you're not improving then you business and you will be left behind.
Great Read! September 5, 2009
Jay Jaboneta (Manila, Philippines)
3 out of 7 found this review helpful
This is probably the best book I've read on Customer Service. The New Gold Standard should be emulated by hotels the world over. It presents the principles that have guided Ritz Carlton to become the premier brand that it is. Kudos to Joseph.
Showing reviews 1-5 of 24
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