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

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Textbook (Hardcover - New Edition)

  • 224pp
  • Sales Rank: 4,645

Textbook Information

  • ISBN-13: 9780071548335
  • Edition Description: New Edition
  • Edition Number: 1
  • Pub. Date: June 2008
  • Publisher: McGraw-Hill Companies, The

Reader Rating: (8 ratings)

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Product Details

  • Pub. Date: June 2008
  • Publisher: McGraw-Hill Companies, The
  • Format: Textbook Hardcover, 224pp
  • Sales Rank: 4,645

Synopsis

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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Biography

Joseph A. Michelli, Ph.D., is an internationallysought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, TheHartford Insurance Group, and UCLA HealthSystem. The author of the bestselling The StarbucksExperience, he has appeared on The Glenn Beck Show and CNBC’s On the Money.

Customer Reviews

An inside look at the Ritz-Carltonby RolfDobelli

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June 01, 2009: Even if you've never stayed at a luxurious Ritz-Carlton hotel, you are likely to know of the hospitality chain's sterling reputation. Few companies enjoy such powerful brand recognition; after all, the word "ritzy" has become part of the English vocabulary. Incredibly, no one ever wrote a corporate biography about The Ritz-Carlton, and its secrets of success and service, until Joseph A. Michelli took on this project. He details the five principles Ritz-Carlton employees follow to create a memorable, or "wow," customer experience. He shows how the company's leaders teach the "Ladies and Gentlemen" on its staff to live its mission and precepts. Michelli uses quotes and examples to illustrate every point (and is still supporting his position long after the reader's neck is sore from nodding in agreement). Yes, it really is all that. getAbstract believes this book offers any businessperson a valuable case study in excellence and service.

Okay but not what I was expectingby Ham-and-Eggs

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February 24, 2009: I purchased this book with the expectation of drawing on lessons of the legendary customer service of the Ritz Carlton. There were parts of the book, such as the examples of above and beyond service, that I found enthralling. Other parts of the book seemed repetitive and less than engaging. I would recommend it to someone working in the hospitality or retail industry but not to someone who is looking to apply it more broadly to other professions. I do have a much greater appreciation now for Ritz-Carlton as a company after reading the book.


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