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The Gold Standard: Giving Your Customers What They Didn't Know They Wanted Hardcover – September 7, 2021

by Colin Cowie (Author)

4.5 99 ratings

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Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.

If you’re searching for ways to ensure your customers walk away from your company with a smile on their face and a plan to return, you found it. And any business organization can adapt the tools and techniques in this book.

Colin Cowie, one of the world’s most sought-after event planners, shares the hard-won and hard-nosed advice he has learned through entertaining and engaging stories and examples. He gives readers the indisputable blueprint for creating a customer-service culture that anyone can tailor to their own needs, whether you’re a shopkeeper, corporate marketing director, or budding event planner.

Upon coming to the United States from South Africa with $400 in his pocket, Colin built his highly successful catering and event-planning business from the ground up to become event planner to the most respected tastemakers and personalities in the world—including Oprah Winfrey, Jennifer Lopez, Ryan Seacrest, and Kim Kardashian, to name a few.

In this book, you will:

Learn how to formulate your own vision, mission statements, and guiding principles, and effectively communicate them to your team.
Learn how you can align your vision with your essential mission statement.
Discover the core values, including service and accountability, that fuel Colin’s customer-care ethos, and how you can apply those values to your own business.
Have a renewed understanding of how vitally important it is that you take good care of the people who work for you so they, in turn, can care for your customers.
Become armed to inspire and empower your team.
Be guided to create your own “bible” of scripts, protocols, and procedures that will streamline customer-care situations while making every customer feel like their individual desires are being taken care of.
Learn how to use every complaint as an opportunity, as well as why you should be more afraid of a client who doesn’t complain when something goes wrong versus one who does.

Print length

288 pages
Language

English
Publisher

HarperCollins Leadership
Publication date

September 7, 2021
Dimensions

6.35 x 1 x 9.35 inches
ISBN-10

1400224004
ISBN-13

978-1400224005
See all details

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From the Publisher

Colin Cowie, Events, Memories, Gold, Standards, Business, Personal Development, Create

The Gold Standard, Colin Cowie, Events, Leadership, Business

In his new book The Gold Standard, Cowie teaches how leaders can approach their business in the same way, by having unrelenting focus on creating an experience that exceeds customer expectations, often times in priceless ways that you may simply be overlooking.

Buy The Gold Standard and let Cowie's incredible stories and practical advice inspire you to make your business better and even have more fun by engaging with your customers and clients in this new way.

Don't lose your customers to someone else who has taken the steps to wow them.

Editorial Reviews

Review

'Colin Cowie's events are the gold standard for creating unforgettable experiences. His relentless pursuit of excellence sets him apart in the customer service industry. Following his advice, you will impress your customers and keep them coming back for more.' -- Susan Dell, Philanthropist, MSD Capital -- MSD Capital

'Colin's engaging writing style is evident from the first page. His unique references exploring standards of excellence ranging from McDonald's fries in North Dakota to a royal wedding in Doha make this book truly stand out. Frankly, it's the best first-person analysis I've read on the topic of customer service. It's an enjoyable read with unforgettable practical advice you can put into use immediately.' -- Ken Blanchard, The Ken Blanchard Companies, Co-author of Bestsellers, The New One Minute Manager and Raving Fans -- The New One Minute Manager

'I truly believe Colin Cowie's The Gold Standard is more timely than ever, as businesses look to engage with the shifting needs of their guests. A copy of this powerful book in the hands of the people who work with you can elevate the experience of everyone involved and undoubtedly increase the size of your audience.' -- Radha Arora, President, Rosewood Hotels and amp; Resorts -- Rosewood Hotels & Resorts

'In Colin's enjoyable, fascinating book, he shares his secrets of A+ customer service. Readers can surprise their clients and customers with what their clients and customers didn't know they wanted. That's the ultimate in proactive service.' -- Jackie and David Simon, Chairman and CEO, Simon Property Group -- Simon Property Group

'Incredible nuggets of wisdom. Nothing teaches like experience, and the insight that Colin Cowie shares in The Gold Standard is a must-read. Inspirational and energizing for those who aspire to deliver the absolute finest in customer service.' -- Alan Fuerstman, Founder, Chairman and CEO, Montage International -- Montage International

'Let's face it, at some level, we're all in the service business, regardless of our profession. If you are looking for a way to get the most positive reaction to whatever you do, get The Gold Standard. Colin's stories and practical advice will help you remove the bumps you don't see now on your road to success.' -- Ryan Seacrest, Emmy Award Winning Television Host and Producer -- Emmy Award Winning Television Host and Producer

'What I enjoy most about restaurant life is the sense that I am inviting the world to dinner. There is a rarefied thrill in surpassing our guests' high expectations-- every day, year in and year out! If your goal is consistent excellence, Colin's The Gold Standard offers you far more than you expect. Everyone who works with me is going to have a copy!' -- Eric Ripert, Chef and Owner, Le Bernardin, Bestselling Cookbook Author and Television Personality -- Chef and Owner, Le Bernardin

'Colin Cowie is a master at creating unforgettable experiences. His latest book is a must-read for all those seeking new ways to elevate their services, delight their customers, and build lasting relationships.' -- Pauline Brown, Former Chair of LVMH North America and Author of Aesthetic Intelligence -- Aesthetic Intelligence

'Colin is the epitome of The Gold Standard. As a hospitalitarian at some of the finest luxury hotels, clubs, and real estate developments globally, I have looked to Colin to help me transform my teams to ensure a memorable guest experience for all! Thank you, Colin, for your fabulous visionary leadership.' -- John Carlton Tolbert, Blackstone Real Estate Hotels and amp; Resorts and Founder, Revelation Consultancy -- Revelation Consultancy

'Excellent customer service begins long before the customer walks in the door. It's created, planned, and organized with each step thought through in a way that your customer is sure to enjoy-- a seamless, unsurpassed experience that they'll want to repeat, over and over again. In his book, Colin tells you how you can create your version of The Gold Standard.' -- Jean Georges Vongerichten, Chef, Bestselling Cookbook Author and Television Personality -- Bestselling Cookbook Author and Television Personality

'In today's world, service is the only true differentiator, making The Gold Standard a must-read book for anyone interested in improving service in their business. Colin Cowie's mastery of service excellence delivery is unsurpassed and can be applied in virtually any industry. This is a guidebook to success as he shares all of his secrets to creating happy and loyal customers in a compelling 'how to' anecdotal style.' -- Cindy Novotny, Radical Mentor, Master Connection Associates -- Master Connection Associates

About the Author

Colin Cowie has led an extraordinary life. He arrived in the United States from South Africa in 1985; his smarts, personality, and stylish sensibility have led him into the fast-paced, glamorous world of planning over-the-top parties for royalty, celebrities, and business luminaries. Respected around the world as an arbiter of style, Colin Cowie has been at the forefront of event and wedding planning for the past 25 years, creating trends and raising the bar for providing the ultimate guest experience.

Colin has created some of the most talked-about events in the world, including the multi-million-dollar opening of Palm Island Dubai, the Cosmopolitan Hotel in Las Vegas, and Atlantis on Nassau Island, as well as Oprah Winfrey’s Legends Bali. In addition to Oprah, his celebrity clients include Jennifer Lopez, Ryan Seacrest, Jimmy Iovine, Kim Kardashian, Lil Wayne, Nicole Kidman, and Demi Moore, to name a few. Colin’s corporate clients include Audemars Piguet, Dom Perignon, Davidoff of Geneva, Warner Bros., CBS, Cash Money Records, The Whitney Museum, Architectural Digest, Kerzner International’s One and Only Hotels, and Cosmopolitan and Style.

Product details

Publisher ‏ : ‎ HarperCollins Leadership (September 7, 2021)
Language ‏ : ‎ English
Hardcover ‏ : ‎ 288 pages
ISBN-10 ‏ : ‎ 1400224004
ISBN-13 ‏ : ‎ 978-1400224005
Item Weight ‏ : ‎ 13.9 ounces
Dimensions ‏ : ‎ 6.35 x 1 x 9.35 inches

Best Sellers Rank: #239,825 in Books (See Top 100 in Books)
- #66 in Service Industry (Books)
- #202 in Customer Relations (Books)
- #227 in Hospitality, Travel & Tourism (Books)

Customer Reviews:
4.5 99 ratings

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Colin Cowie

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Colin Cowie arrived in the United States from South Africa in 1985. His intelligence, personality, and stylish sensibility led him into the fast-paced, glamorous world of planning over-the-top parties for royalty, celebrities, and business luminaries. Respected around the world as an arbiter of style, Cowie has been at the forefront of event and wedding planning for the past 25 years, creating trends and raising the bar for providing the ultimate guest experience.

In addition to Oprah Winfrey, his celebrity clients include Jennifer Lopez, Ryan Seacrest, Kim Kardashian, Lil Wayne, Nicole Kidman, and Demi Moore, to name a few. Cowie’s corporate clients include Dom Perignon, Warner Bros., CBS, The Whitney Museum, Architectural Digest, Cosmopolitan and Style. His previous books include Dinner After Dark, Colin Cowie Chic: The Guide to Life As It Should Be, and Colin Cowie Wedding Chic. Cowie's latest book, The Gold Standard: Giving Your Customers What They Didn't Know They Wanted, will be released by HarperCollins Leadership on September 7, 2021.

Customer reviews

4.5 out of 5

99 global ratings

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Kathleen Helen Levey

Inspiration for business and life

Reviewed in the United States on September 22, 2021

Verified Purchase

A template for business as well as life, The Gold Standard emphasizes respect and integrity as keys not only to success, but fulfillment. Mr. Cowie shares his invaluable, hard-earned entrepreneurial wisdom that is an extraordinary guide for both start-ups and established businesses striving to draw and keep customers under the new normal. His illustrative personal anecdotes, generously shared, give this not only authenticity, a Colin Cowie Lifestyle value, but makes it enjoyable to read. The Gold Standard of “exceptional customer service” sets an inspiring high bar for all of us to achieve.

3 people found this helpful

Helpful

Provence

Customer Service is the New Currency

Reviewed in the United States on October 11, 2021

Verified Purchase

I love the relatable stories that show how attention to detail and follow through can separate you from the crowd, and in a good way, especially in todays’ world where branding is so critical. This gold nugget of a book demonstrates how to make a positive difference in a crowded marketplace by creating unique and thoughtful experiences. Colin shows how reframing your thinking can create a meaningful impact on clients, friends businesses. The Gold Standard is worth its weight in gold!

2 people found this helpful

Helpful

P. David

One of the best business books ever written

Reviewed in the United States on September 20, 2021

Verified Purchase

I always think if I buy a book and get one idea/helpful information, that the price of the book was worth it. In this book, there are hundreds of important concepts to learn. And although Mr. Cowie is in the event business, the things he talks about can apply to any business. While so many books have little useful information and a ton of fluff, this one is different. I encourage you to read it for yourself!

7 people found this helpful

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Mikequita

Go with the ritz Carlton version

Reviewed in the United States on May 31, 2023

Verified Purchase

The ritz Carlton gold standard is better.

Helpful

David Hurwitz

Wisdom born of hard-won experience emanates from every chapter of this book.

Reviewed in the United States on September 22, 2021

Verified Purchase

Colin Cowie is more than Oprah’s party planner. He is a savvy and seasoned entrepreneur who has stayed au courant through changes in tastes, technology and economic climate. The Gold Standard thus doles out useful guidance to entrepreneurs in every industry, but especially those in the services industry. And for those who want to succeed in the events industry, this guide book really is the Gold Standard.

2 people found this helpful

Helpful

Eric M

Learn From the Master

Reviewed in the United States on September 21, 2022

Verified Purchase

Everything you need to know when it comes to excellence in business and giving your customers the absolute best, leaving no room for the competition at the table.

Reviewed in the United States on October 4, 2021

Verified Purchase

There were nuggets in every chapter of this book! I loved the fact that there were NO fluff. This book is definitely an excellent read especially for the event and hospitality industry.

One person found this helpful

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