Overview
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.
Full Product Details
Author: Joseph A. Michelli ,
Tom Parks ,
MR Tom Parks
Publisher: Brilliance Audio
Imprint: Brilliance Audio
Edition: Unabridged
Dimensions:
Width: 13.30cm
, Height: 1.30cm
, Length: 16.50cm
Weight: 0.082kg
ISBN: 9781480595866
ISBN 10: 1480595861
Publication Date: 06 January 2015
Audience:
General/trade
,
General
Format: Audio
Publisher's Status: Active
Availability: Awaiting stock
The supplier is currently out of stock of this item. It will be ordered for you and placed on backorder. Once it does come back in stock, we will ship it out for you.
Author Information
Joseph A. Michelli is an organizational consultant who focuses on intersections of business, leadership, and workplace productivity. He is the bestselling author of The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and The Zappos Experience. One of today's leading thinkers on the topic of customer experience, Michelli also speaks to corporate audiences approximately 60 times a year. Joseph A. Michelli is an organizational consultant who focuses on intersections of business, leadership, and workplace productivity. He is the bestselling author of The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and The Zappos Experience. One of today's leading thinkers on the topic of customer experience, Michelli also speaks to corporate audiences approximately 60 times a year.
