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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

by Joseph Michelli (Author)

103 customer reviews

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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.

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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: 103 customer reviews
Amazon Best Sellers Rank: #11,995 in Books (See Top 100 in Books)
- #4 in Books > Business & Money > Management & Leadership > Quality Control & Management > Total Quality Management
- #18 in Books > Business & Money > Industries > Hospitality, Travel & Tourism
- #19 in Books > Business & Money > Marketing & Sales > Customer Service

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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.

Comment 5 people found this helpful. Was this review helpful to you?

Yes

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!

Comment One person found this helpful. Was this review helpful to you?

Yes

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.

CommentWas this review helpful to you?

Yes

Mike

Great read, understandable, and for everyone!

August 4, 2016

Format: HardcoverVerified Purchase

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.

Comment 2 people found this helpful. Was this review helpful to you?

Yes

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.

Comment One person found this helpful. Was this review helpful to you?

Yes

RDX

Gold Standard on information

April 18, 2017

Format: HardcoverVerified Purchase

Best book in hospitality business

Comment One person found this helpful. Was this review helpful to you?

Yes

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."

Comment One person found this helpful. Was this review helpful to you?

Yes

Constance Gappa Richey

Five Stars

March 1, 2018

Format: HardcoverVerified Purchase

Just as I expected!

CommentWas this review helpful to you?

Yes

Most recent customer reviews

Amazon Customer

Open book in sharing best practices and tools.

It’s a great book that will inspire you to give your best at customer service. The book and hotel aren’t shy in sharing their information and know how and delivering great...Read more

Published 22 days ago

McDee

Five Stars

Good book.

Published 1 month ago

Amazon Customer

Four Stars

Solid book with valuable insight and examples

Published 6 months ago

Le Minh Tuan

It is great and easy to read

It is great and easy to read. Good book for hoteliers who are about to start their career. Or the ones who are losing their way in this service industry.

Published 8 months ago

Cameron

Your customer service will improve.

All customer service people should read this book!

Published 8 months ago

Otto Noordraven

Five Stars

Good product and fast delivery

Published 9 months ago

Nancy Walton

Great book on the way a company/corporation should be treating ...

Great book on the way a company/corporation should be treating their customer. Everyone in a service business should read this book.

Published 10 months ago

K.ROB

Great!

Exactly what I expected. Still reading. Great purchase.

Published 10 months ago

Ron D Young

Excellent insight into how to avoid being replaced by the ...

Anyone running a business should read this book. Excellent insight into how to avoid being replaced by the low price vendor.

Published 11 months ago

Colohunter

it's easy to see why they have set the customer service ...

After experiencing The Ritz-Carlton's services and reading this book, it's easy to see why they have set the customer service bar high and are now the new gold standard.Read more

Published 11 months ago

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