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The New Gold Standard

5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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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.

©2008 Joseph A. Michelli (P)2015 Brilliance Audio, all rights reserved. The Ritz-Carlton Credo © The Ritz-Carlton Hotel Company, L.L.C. All rights reserved. Reprinted with permission. © 1998, 2000 Gallup, Inc. All rights reserved. The content is used with permission; however, Gallup retains all rights of republication.

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A must read for every “service” business owner/worker

This book will open your eyes! That have a focus/vision bigger then making money or self esteem will make you more successful. The lessons of life time value of customers is more important then quick sales. Watch the Youtube video: John Picoult - best service recovery ever , and you get a glimpse of what this books will teach you. The WHY of Ritz Carlton is what makes this company what setting the gold standard for every other industry. The book makes me as a hospitality professional, the Ritz Carlton, a company I would love to work for.