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: 6,613

Reader Rating: (9 ratings)

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TEXTBOOK INFORMATION

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

  • Pub. Date: June 2008
  • Publisher: McGraw-Hill Companies, The
  • Format: Textbook Hardcover, 224pp
  • Sales Rank: 6,613

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

Detailed and well-written company biography.by HyperionDn

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January 24, 2010: "The New Gold Standard" is a detailed book offered to readers by consultant Joseph Michelli courtesy of the official Ritz-Carlton/Marriott ownership. Full of very thorough and well presented information--hence the 5 star rating I gave it. Focuses on the Ritz-Carlton itself, issues of internal change and consistency since the recent takeover by Marriott from the original team. Quite an excellent case study, and probably the definitive book in both the hotel management and company biography genres since its publication a few years ago.

One comment here: There's now a more recent book that attempts and I feel succeeds at applying Ritz methods to businesses in all fields; you may want to pick it up as well: "Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization" by Leonardo Inghilleri, Micah Solomon & Horst Schulze. "Exceptional Service, Exceptional Profit" is the first book written directly with the involvement of Horst Schulze, the formidable founding President/COO of The Ritz-Carlton (Schulze is the gent who won the two Baldrige awards and coined the philosophy "We are Ladies & Gentlemen serving Ladies & Gentlemen)." This new book uses The Ritz as its starting poing then methodically shows how to apply these techniques to your own business.

I Also Recommend: Exceptional Service, Exceptional Profit.

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.


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