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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

4.7 out of 5 stars 469 ratings

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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

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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

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