• $17.99

Publisher Description

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 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.

Business & Personal Finance
July 1
McGraw Hill LLC
The McGraw-Hill Companies, Inc.

Customer Reviews

Deryck Burnett ,

Reassured me what I was doing was right

I was starting to think I was going to overboard when it comes to customer service. That I was putting to much energy into it and not focusing on tools or honing my own personal skills in my craft.
This book helped me quiet myself doubt and help me refocus on really is important in business.

poncepc ,

I can’t listen to this

I keep trying to listen to this book even so I’ve paid for it, they want me to pay another 17.99 this is a rip off

Mum2abi ,

Elevate Your Customer Experience Game Now

Maintains interest all the way through, entertains & provides inspiration on elevating your Customer Experience.

Enjoyed reading this so much I gifted it to my boss - who didn’t read it. So I started my own company. This is the stuff I want to be a part of.

If excellence is your jam, start with this book.

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