The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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What We're Saying
The books on our 2008 shortlist for the Industry Category are: Management Lessons from Mayo Clinic: Inside one of the World's Most Admired Service Organizations by Leonard L. Berry and Kent D. Seltman (McGraw Hill, June 2008) The Mayo brothers established and built "one of the world's most admired service organizations" with solid values and a practicality in operations that is truly clinical. READ FULL DESCRIPTION
Thanks to Joseph A. Michelli for providing this article for our blog. Shrink Not - Adjust the sail and seek The New Gold Standard of Leadership By Joseph A. READ FULL DESCRIPTION
Globally, people are relying on each other in every aspect of their lives and business is no exception. With talk of a 'world currency', we must face fact that we need 'the other guy' just as much as they need us. At 800CEOREAD we recognize this every day when we see more and more international customers ordering from us. READ FULL 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.