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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

4.6 out of 5 stars 240 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

  • Item Weight : 1.05 pounds
  • Hardcover : 304 pages
  • ISBN-10 : 0071548335
  • ISBN-13 : 978-0071548335
  • Product Dimensions : 6.3 x 1.1 x 8.6 inches
  • Publisher : McGraw-Hill Education; 1st Edition (July 4, 2008)
  • Language: : English
  • Customer Reviews:
    4.6 out of 5 stars 240 ratings
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