Share <Embed>

Buy New

$14.73

List Price: $28.00
Save: $13.27 (47%)

FREE Shipping.

In Stock.

Ships from and sold by Amazon.com. Gift-wrap available.

Turn on 1-Click ordering for this browser

Buy Used

$10.94

FREE Shipping

Used: Very Good | Details

Sold by The Lean Green Machine

Fulfilled by Amazon

Turn on 1-Click ordering for this browser

Other Sellers on Amazon

Add to Cart

$14.72
& FREE Shipping on eligible orders. Details

Sold by: SpikeMachiavelli

Add to Cart

$15.81
+ Free Shipping

Sold by: Karatay Store

Add to Cart

$17.00
+ Free Shipping

Sold by: Alpsbooks

Have one to sell? Sell on Amazon

Flip to back Flip to front

Listen Playing... Paused You're listening to a sample of the Audible audio edition.
Learn more

See all 3 images

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Hardcover – July 4, 2008

by Joseph Michelli (Author)

110 customer reviews

See all 8 formats and editions Hide other formats and editions

Price

New from

Used from

Kindle

"Please retry"

$13.86

—

Hardcover

"Please retry"

$14.73

$8.00

$2.00

Audible Audiobook, Unabridged

"Please retry"

$0.00

Free with your Audible trial

MP3 CD, Audiobook, MP3 Audio, Unabridged

"Please retry"

$14.22

$9.25

$9.39

Note: Available at a lower price from other sellers that may not offer free Prime shipping.

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.

Frequently bought together

Total price: $29.42

Buy the selected items together

This item:The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy… by Joseph Michelli Hardcover $14.73
In Stock.
Ships from and sold by Amazon.com.
FREE Shipping. Details
Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A) by The Disney Institute Hardcover $14.69
In Stock.
Ships from and sold by Amazon.com.
FREE Shipping. Details

Customers who bought this item also bought

Page 1 of 1 Start overPage 1 of 1

This shopping feature will continue to load items. In order to navigate out of this carousel please use your heading shortcut key to navigate to the next or previous heading.

The Disney Institute

203

Hardcover
$14.69
Michael C. Sturman

33

Hardcover
$31.35
Joseph Michelli

131

Hardcover
$14.38
Peter Venison

36

Paperback
$16.95
Robert Spector

12

Paperback
$14.95
Micah Solomon

30

Hardcover
$22.38

Editorial Reviews

From the Back Cover

Set 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 Minute Entrepreneur

“The Ritz Carlton is the best hotel chain in the world because of the unique experience it offers. 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

About the Author

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 System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBC’s On the Money.

Hardcover: 304 pages
Publisher: McGraw-Hill Education; 1 edition (July 4, 2008)
Language: English
ISBN-10: 0071548335
ISBN-13: 978-0071548335
Product Dimensions: 6.3 x 1.1 x 8.6 inches
Shipping Weight: 1 pounds (View shipping rates and policies)
Average Customer Review: 110 customer reviews
Amazon Best Sellers Rank: #20,696 in Books (See Top 100 in Books)
- #5 in Books > Business & Money > Management & Leadership > Quality Control & Management > Total Quality Management
- #27 in Books > Business & Money > Industries > Hospitality, Travel & Tourism
- #28 in Books > Business & Money > Management & Leadership > Training

Would you like to tell us about a lower price?
If you are a seller for this product, would you like to suggest updates through seller support?

If you buy a new print edition of this book (or purchased one in the past), you can buy the Kindle edition for only $2.99 (Save 78%). Print edition purchase must be sold by Amazon. .

Start reading The New Gold Standard on your Kindle in under a minute.

Don't have a Kindle? Get your Kindle here, or download a FREE Kindle Reading App.

Try the Kindle edition and experience these great reading features:

See Kindle Edition

110 customer reviews

Review this product

Write a customer review

Showing 1-8 of 110 reviews

There was a problem filtering reviews right now. Please try again later.

Bill Lampton, Ph.D.

Explains Compellingly Why the Ritz-Carlton Will Remain Legendary

July 18, 2018

Format: HardcoverVerified Purchase

First, I invite you to watch the brief video portion of this review, where I quote key passages that illustrate major points.

Now, in addition to the “nuggets” I cited in the video, consider these:

The Ritz-Carlton company excels because of its renowned mission, yes—yet also because management pays attention to tiny details. When a new writing pen failed to function properly, even after distribution to many of the company’s properties, leaders admitted the mistake and funded another try by designers and manufacturers.

As Michelli notes about the company’s culture, the renowned Mystique requires methods, so “systems have to be in place to ensure seamless communication and continuity of care for customers. . .inter-departmental training, mock drills for preparedness, situational cross-training, quality improvement teams” and more.

An amusing incident reflects the inconvenience employees (known as Ladies and Gentlemen) will endure to meet a guest’s needs. When a guest noticed he had failed to pack his formal shoes, an employee, who wore the same size, left the hotel and returned with a pair of his own (worn only once for a wedding) to solve the guest’s problem.

Michelli achieves a rare combination with this book—providing thorough documentation, yet keeping the reader captivated with lively incidents, quotations, and observations.

As my video review recommends, get this book, share it with your team, discuss it thoroughly, apply it to your company, and put its customer experience guidelines into action.

Helpful

Comment

Roberto Vasquez

Good book to validate the processes for maintaining competitive advantage in a business

April 7, 2015

Format: Kindle EditionVerified Purchase

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, collaboration and continuous feedback are at the heart of most successful businesses, in addition to training, innovation, self commitment. I enjoyed the inclusion of the corporate responsibility to the environment and humanity found at this company. Good reading.

5 people found this helpful

Helpful

Comment

ljanelle

Meh, Didn't Learn Anything New Except that Ritz is creepy

August 9, 2018

Format: HardcoverVerified Purchase

Had to read this for my Marketing class. It's fine, but nothing groundbreaking. It does hammer home how creepy Ritz Carlton is though - they all but stalk their guests to ensure that they have a good experience on site.

Helpful

Comment

Amazon Customer

Good Read to understand how customer service and employee empowerment is at the heart of it all

July 16, 2017

Format: HardcoverVerified Purchase

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 of view of getting in awe of Ritz Carlton but rather how Customer Service is or should be at the heart of the a company and how through empowering employees you can achieve giant milestone.
If you are a Hotel owner, you will get some excellent ideas from this and if your someone in the service industry you'll be able to understand how customer service can be taken a notch above.

Good read all in all.

Helpful

Comment

Paul/Big Dog

Great book on leadership principles- has a ton of good ...

April 14, 2017

Format: HardcoverVerified Purchase

Great book on leadership principles- has a ton of good examples on how Ritz Carlton exceeds expectations along with examples of how they've failed customers. Excellent book!

One person found this helpful

Helpful

Comment

James R. Mcclelland

Great approach to leadership - TRUST

August 14, 2017

Format: HardcoverVerified Purchase

Good read which reminded me of many of the leadership characteristics which I have seen to be the signs of a great leader. Showed me some new ways of explaining some concepts which made more sense that other ways I have seen and read them.

One person found this helpful

Helpful

Comment

notime

Mixed feelings about book

September 15, 2018

Format: HardcoverVerified Purchase

Book is tough to get through. Lots of repetition. I felt he could have told the same story with more effect in a third of the pages. Overall concept is good, but it goes on and on.

Helpful

Comment

ABLOCH

Inspirational Account of Organizational Behavior in Action

March 27, 2016

Format: HardcoverVerified Purchase

Inspirational account of Ritz-Carlton organizational behavior and how the company lives there motto, "Ladies and Gentlemen Serving Ladies and Gentlemen."

One person found this helpful

Helpful

Comment

Set up an Amazon Giveaway

Amazon Giveaway allows you to run promotional giveaways in order to create buzz, reward your audience, and attract new followers and customers. Learn more about Amazon Giveaway

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

Set up a giveaway

Customers who viewed this item also viewed

Page 1 of 1 Start overPage 1 of 1

This shopping feature will continue to load items. In order to navigate out of this carousel please use your heading shortcut key to navigate to the next or previous heading.

The Disney Institute

203

Hardcover
$14.69
Peter Venison

36

Paperback
$16.95
J.W. "Bill" Marriott…

62

Paperback
$13.95
Danny Meyer

408

in Service Industry
Paperback
$10.87
Michael C. Sturman

33

Hardcover
$31.35
Jeff Toister

37

Paperback
$14.95

Pages with related products. See and discover other items: hotel book, education leadership, executive decisions, principle of management, quality manager, quality service

Buy New

$14.73

Turn on 1-Click ordering for this browser

Buy Used

$10.94

Turn on 1-Click ordering for this browser

Other Sellers on Amazon

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Hardcover – July 4, 2008

Frequently bought together

Customers who bought this item also bought

Editorial Reviews

From the Back Cover

About the Author

Product details

Try the Kindle edition and experience these great reading features:

110 customer reviews

Review this product

Read reviews that mention

Showing 1-8 of 110 reviews

There was a problem filtering reviews right now. Please try again later.

Set up an Amazon Giveaway

Customers who viewed this item also viewed

Buy New $14.73

Turn on 1-Click ordering for this browser

Buy Used $10.94

Turn on 1-Click ordering for this browser

Other Sellers on Amazon

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Hardcover – July 4, 2008

Frequently bought together

Customers who bought this item also bought

Editorial Reviews

From the Back Cover

About the Author

Product details

Try the Kindle edition and experience these great reading features:

110 customer reviews

Review this product

Read reviews that mention

Showing 1-8 of 110 reviews

There was a problem filtering reviews right now. Please try again later.

Set up an Amazon Giveaway

Customers who viewed this item also viewed

Buy New

$14.73

Buy Used

$10.94