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Joseph A. Michelli
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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)
4.7 out of 5 stars 469 ratings
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  1. Print length
    304 pages
  2. Language
    English
  3. Publisher
    McGraw-Hill Education
  4. Publication date
    July 4, 2008
  5. Dimensions
    6.3 x 1.1 x 8.6 inches
  6. ISBN-10
    0071548335
  7. ISBN-13
    978-0071548335
  8. See all details
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  • The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hote
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  • Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise
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Editorial Reviews

From the Publisher

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.

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

Product details

  • 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:
    4.7 out of 5 stars 469 ratings

About the author

Follow authors to get new release updates, plus improved recommendations.

Joseph A. Michelli

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Hello, I am Joseph Michelli a business consultant, professional speaker, and author. I consult for and write about transformational leadership and ways to deliver extraordinary employee and customer experiences.

My 9 business titles include:

1) Stronger Through Adversity - World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest of Challenges

2) The Airbnb Way - 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging

3) Driven to Delight - Delivering World-Class Customer Experience the Mercedes-Benz Way

4) Leading the Starbucks Way - 5 Principles for Connecting with Your Customers, Your Products, and Your People

5) The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard - 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company,

6) Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health Systems,

7) The Zappos Experience - 5 Principles to Inspire, Engage, and WOW, and

8) When Fish Fly - Lessons for Creating a Vital and Energized Workplace from The World Famous Pike Place Fish Market (co-authored with the owner of the market Johnny Yokoyama).

9) The MindChamps Way - How to Turn An Idea Into A Global Movement

I also authored one parenting book titled Humor, Play and Laughter: Stress-proofing Life with your Kids.

Customer reviews

4.7 out of 5 stars
4.7 out of 5
469 global ratings
5 star
80%
4 star
13%
3 star
4%
2 star
1%
1 star
1%

Top reviews from the United States

gwesh
4.0 out of 5 stars Enjoying the Ritz Carlton experience
Reviewed in the United States 🇺🇸 on April 12, 2022
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One person found this helpful
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Bill Lampton, Ph.D.
5.0 out of 5 stars Explains Compellingly Why the Ritz-Carlton Will Remain Legendary
Reviewed in the United States 🇺🇸 on July 18, 2018
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10 people found this helpful
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Amazon Customer
5.0 out of 5 stars Good Read to understand how customer service and employee empowerment is at the heart of it all
Reviewed in the United States 🇺🇸 on July 17, 2017
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Planet Chu
5.0 out of 5 stars Great insight!
Reviewed in the United States 🇺🇸 on June 24, 2019
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loka
4.0 out of 5 stars Great Content but Poor Delivery on the Kindle
Reviewed in the United States 🇺🇸 on February 27, 2010
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John B. Spence
5.0 out of 5 stars A Customer Service "Must Read" - Excellent!
Reviewed in the United States 🇺🇸 on July 15, 2008
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8 people found this helpful
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BostonSox
4.0 out of 5 stars Well written and researched
Reviewed in the United States 🇺🇸 on October 8, 2018
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2 people found this helpful
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Roberto Vasquez
4.0 out of 5 stars Good book to validate the processes for maintaining competitive advantage in a business
Reviewed in the United States 🇺🇸 on April 8, 2015
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Top reviews from other countries

Joao Correia
4.0 out of 5 stars A pleasure reading
Reviewed in the United Kingdom 🇬🇧 on February 7, 2009
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4 people found this helpful
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AnZo
5.0 out of 5 stars Leadership, Empowerment and Devotion to excellence
Reviewed in the United Kingdom 🇬🇧 on January 17, 2019
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Tinkerbelle
5.0 out of 5 stars Nicely researched and written
Reviewed in the United Kingdom 🇬🇧 on January 30, 2016
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Farah Willey
5.0 out of 5 stars Five Stars
Reviewed in the United Kingdom 🇬🇧 on August 18, 2015
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LMmG
5.0 out of 5 stars Excellent book
Reviewed in Canada 🇨🇦 on May 31, 2020
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