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Looking to rent a book? Rent The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company [ISBN: 9780071548335] for the semester, quarter, and short term or search our site for other textbooks by Michelli, Joseph A.. Renting a textbook can save you up to 90% from the cost of buying.
Joseph A. Michelli, Ph. D., is an internationally sought-after speaker, organizational psychologist, and business consultant whose clients include HP, Pfizer, Citicorp, Sprint, and the US Navy. He has been featured on television's “The Glenn Beck Show” and CNBC's “On the Money.”
Foreword | p. ix |
Acknowledgments | p. xiii |
The Ritz-Carlton Experience | p. 1 |
Define and Refine | |
Set the Foundation: Communicating Core Identity and Culture | p. 19 |
Be Relevant | p. 44 |
Empower through Trust | |
Select-Don't Hire | p. 73 |
It's a Matter of Trust | p. 94 |
It's Not about You | |
Build a Business Focused on Others | p. 119 |
Support Frontline Empathy | p. 146 |
Deliver Wow! | |
Wow: The Ultimate Guest Experience | p. 165 |
Turn Wow into Action | p. 187 |
Leave a Lasting Footprint | |
Aspire, Achieve, Teach | p. 207 |
Sustainability and Stewardship | p. 228 |
Conclusion: A Lasting Impression | p. 256 |
Notes | p. 265 |
Sources | p. 273 |
Index | p. 277 |
Table of Contents provided by Ingram. All Rights Reserved. |
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.