online shopping mall   online shopping mall ad
Welcome to Dynamic Plaza online shopping mall. We have prepared millions of merchandise. You may search products for online shopping. If you would like to see all the products for a certain specialty, you may browse the categories of this online store.

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Click for a closer view

Joseph Michelli
List Price: $24.95
 Our Price: $12.00
 You Save: $12.95 (52%)

Availability: Usually ships in 1-2 business days


Product Details
  • Author: Joseph Michelli
    		•
  • Binding: Hardcover
    		•
  • Dewey Decimal Number: 658.4092
    		•
  • EAN: 9780071548335
    		•
  • ISBN: 0071548335
    		•
  • Label: McGraw-Hill
    		•
  • Manufacturer: McGraw-Hill
    		•
  • Number of Items: 1
    		•
  • Number of Pages: 224
    		•
  • Product Group: Book
    		•
  • Publication Date: 2008-06-13
    		•
  • Publisher: McGraw-Hill
    		•
  • Studio: McGraw-Hill
    		•
  • Title: The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
    		•
Avg Customer Rating: 4 stars

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.
Customer Reviews

4 stars Style and substance meet.
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.


5 stars World Class Leadership and Results
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 !


2 stars below expectations
I found this book to be redundant and boring. I also must say that I work for the Ritz-Carlton currerntly.


5 stars Must read for those in the Hotel Business!
This is a fantastic book, something every Hotel Manager should read and keep in their personal library as well as motivate his/her team to do the same. It is a must read for those who are willing to provide high quality service on a consistent basis.


5 stars Michelli Establishes the Platinum Standard for Books on Branding
Dr. Joseph A. Michelli has established the platinum standard for books on branding with his newest publication, The New Gold Standard. Michelli provides readers with an in-depth, experiential analysis of how employees bring to life the gold standards, credo, motto and values of The Ritz-Carlton Hotel Company brand. The book is filled with tons of WOW moments delivered by Ritz-Carlton employees, which result in exemplary service to their customers. As someone who works with organizations in the service industry, I found great value in understanding brand strategies developed by Ritz-Carlton, and realizing new ways to apply those to my work, and the work of my clients. As he has done with past books, including The Starbucks Experience, Michelli provides a broad range of readers with insights into the reasons why certain brands exceed customer expectations by engaging employees in the brand development process. The New Gold Standard is a must for anyone involved with the development of brands, which should be all of us!