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

by Michelli, Joseph

• ISBN13: 9780071548335
• ISBN10: 0071548335
• Edition: 1st
• Format: Hardcover
• Copyright: 2008-07-04
• Publisher: McGraw Hill

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

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
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