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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the RitzCarlton Hotel C,New
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Discover the secrets of worldclass leadership!When it comes to refined service and exquisite hospitality, one name stands high above the rest: The RitzCarlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in worldclass 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 RitzCarlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its awardwinning 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 everevolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimenSharing engaging stories from the company's employeesfrom the corporate office and hotels around the globeMichelli 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 howto advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customerservice principles, processes, and practices in your own organization.
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