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

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Michelli, Joseph A.

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ISBN:9780071548335
Editorial: UK-Mcgraw-Hill
Fecha de la edición:2008
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Nº Pág.:224
Idiomas:Ingles,Inglés

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Discover the secrets of world-class leadership! 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.

Foreword by Simon F. Cooper
1 The Ritz-Carlton Experience 1
Principle 1: Define and Refine
2 Set the Foundation: Communicating Core Identity and Culture 19
3 Be Relevant 44
Principle 2: Empower Through Trust
4 Select - Don't Hire 73
5 It's a Matter of Trust 94
Principle 3: It's Not About You
6 Build a Business Focused on Others 119
7 Support Frontline Empathy 146
Principle 4: Deliver Wow!
8 Wow: The Ultimate Guest Experience 165
9 Turn Wow into Action 187
Principle 5: Leave a Lasting Footprint
10 Aspire, Achieve, Teach 207
11 Sustainability and Stewardship 228
Conclusion: A Lasting Impression 256
Notes 265
Sources 273
Index