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

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

4 out of 5 (1 rating)


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 customersEmpowering employees by treating them with the utmost respectAnticipating customers' unexpressed needs and concernsDeveloping and conducting an unsurpassed training regimenSharing 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.


  • Format: Hardback
  • Pages: 304 pages
  • Publisher: McGraw-Hill Education - Europe
  • Publication Date:
  • Category: Customer services
  • ISBN: 9780071548335



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An agency I work with gives this book to all of their new clients. It is quite inspiring and demonstrates that size and geography have nothing to do with how well service can be delivered by engaged employees. Close to half of this book is simply relaying stories of how RC staff steps up, many of them very touching and endearing. Everyone can learn some good lessons from this one.