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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Hardcover – July 4, 2008
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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.
From the Publisher
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
- Publisher : McGraw-Hill Education; 1st edition (July 4, 2008)
- Language : English
- Hardcover : 304 pages
- ISBN-10 : 0071548335
- ISBN-13 : 978-0071548335
- Item Weight : 1.05 pounds
- Dimensions : 6.3 x 1.1 x 8.6 inches
- Customer Reviews:
About the author
Top reviews from the United States
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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.
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.
This is also a good read for those interested in such topics as leadership and management. It offers 5 leadership principles which can be directly applied in your own company, especially the chapters about how Ritz-Carlton select, train and engage their staff members, who are closest and most critical in producing happy customers.
The reason why I strip 1 star off is that when the book is read on Kindle, some portions of a few pages (around 8 pages) were cut due to technical/ editing problem. It's just downright frustrating to see this happen. I would therefore recommend you buy the printed version if you really want to sqeeze every juice of it.
Top reviews from other countries
It offers a deep inside to the Ritz-Carlton successful corporate culture, explaining the fundamental steps in creating and nurturing the caring and engaging attitude displayed by the Ladies and Gentlemen of Ritz-Carlton when serving the Ladies and Gentlemen that stay with them.
This book is very easy to read, it's full of the wow stories that help to illustrate the way the culture works. If you want to get a glimpse on how a corporate culture focused on high quality of service functions, i would strongly recommend reading this book.