The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company (Business Books)
| Author | : | |
| Rating | : | 4.38 (507 Votes) |
| Asin | : | 0071548335 |
| Format Type | : | paperback |
| Number of Pages | : | 304 Pages |
| Publish Date | : | 2017-11-28 |
| Language | : | English |
DESCRIPTION:
Roberto Vasquez said Good book to validate the processes for maintaining competitive advantage in a business. This book was a class assignment reading from my first MBA class. The principles and values discussed in this book, with plenty of examples, are very similar to the ones I have found in the agile community. The respect for each other, empowering of the people, collab. Good Read to understand how customer service and employee empowerment is at the heart of it all This book exemplifies the practices of Ritz Carlton in a way that it makes it seem like a dream hotel chain. Although they provide excellent customer service but in my stays at Ritz Carlton, my experiences have been average at best.Read this book not from the point o. Great read, understandable, and for everyone! Mike This book was very insightful and specific on what makes the Ritz-Carlton Hotel Company guest experience great. There are a lot of key elements that can be used in anyone starting a business or who may have a leadership role with an organization.
This book shows you how to install the same customer-focused attitude toward service that makes a world leader." --Brian Tracy, author of The Way to Wealth. From the Back CoverSet the "Gold Standard" for your industry.Define and Refine Empower Through Trust It's Not About You Deliver 'Wow!' Leave a Lasting Footprint"Required reading for anyone who wants to learn how to create passionate employees and customers!" --Ken Blanchard, co-author of The One Minute Manager and The One Minu
With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. 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. 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. 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. 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 regimenSharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company
. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBC’s On the Money. Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health Syste