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Publication Cover

CITATION

Michelli, Joseph. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company. US: McGraw-Hill, 2008.

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

Authors: Joseph Michelli

Published:  June 2008

eISBN: 9780071641630 0071641637 | ISBN: 9780071548335
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  • Cover
  • Title Page
  • Copyright Page
  • Contents
  • Foreword
  • Acknowledgments
  • 1 The Ritz-Carlton Experience
  • Principle 1 Define and Refine
  • 2 Set the Foundation: Communicating Core Identity and Culture
  • 3 Be Relevant
  • Principle 2 Empower through Trust
  • 4 Select—Don’t Hire
  • 5 It’s a Matter of Trust
  • Principle 3 It’s Not about You
  • 6 Build a Business Focused on Others
  • 7 Support Frontline Empathy
  • Principle 4 Deliver Wow!
  • 8 Wow: The Ultimate Guest Experience
  • 9 Turn Wow into Action
  • Principle 5 Leave a Lasting Footprint
  • 10 Aspire, Achieve, Teach
  • 11 Sustainability and Stewardship
  • Conclusion: A Lasting Impression
  • Notes
  • Sources
  • Index