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

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The Well Bookstore is only open for curbside pickup, phone in and online orders at this time.  We offer curbside pickup and phone orders Mondays-Thursdays from 9-4:00.  All orders placed online or over the phone after 3:30p.m. on Thursdays will not be processed until the following Monday.   

Our curbside pickup is on the North side of Building B at the intersection of 137th and Briar.  There is a Well Bookstore Curbside Pickup sign at the base of the staircase.  Call the number on the sign during our operating hours and we will bring your order to your car.   

  

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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.

  • ISBN/SKU: 
    9780071548335
    Publication Date: 
    2008-07-04
    Binding: 
    Hardcover
    Pages: 
    284
    Weight: 
    1.08
    Author: 
    Publisher: 
    0