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9780071548335

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

by
  • ISBN13:

    9780071548335

  • ISBN10:

    0071548335

  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2008-07-04
  • Publisher: McGraw Hill

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Summary

The author of the bestselling "The Starbucks Experience" presents the five key principles behind The Ritz-Carlton Hotel Company's unparalleled success and customer service innovations for which they are famous.

Author Biography

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.”

Table of Contents

Forewordp. ix
Acknowledgmentsp. xiii
The Ritz-Carlton Experiencep. 1
Define and Refine
Set the Foundation: Communicating Core Identity and Culturep. 19
Be Relevantp. 44
Empower through Trust
Select-Don't Hirep. 73
It's a Matter of Trustp. 94
It's Not about You
Build a Business Focused on Othersp. 119
Support Frontline Empathyp. 146
Deliver Wow!
Wow: The Ultimate Guest Experiencep. 165
Turn Wow into Actionp. 187
Leave a Lasting Footprint
Aspire, Achieve, Teachp. 207
Sustainability and Stewardshipp. 228
Conclusion: A Lasting Impressionp. 256
Notesp. 265
Sourcesp. 273
Indexp. 277
Table of Contents provided by Ingram. All Rights Reserved.

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