In 'The New Gold Standard', Joseph Michelli unveils the secrets behind the legendary customer experience at the Ritz-Carlton. He distills five transformative leadership principles that not only enhance service but also create lasting loyalty. Readers are invited into a world where personalized care and employee empowerment turn ordinary interactions into extraordinary experiences. This book challenges leaders to redefine their approach to customer service while offering practical insights that can be applied across various industries. Prepare to be inspired to adopt a gold standard in hospitality that keeps customers coming back for more!
By Joseph Michelli
Published: 2008
""In the pursuit of excellence, we must remember that it's not just about what we do, but how we make others feel that creates lasting impressions and unforgettable experiences.""
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.
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“"In the pursuit of excellence, we must remember that it's not just about what we do, but how we make others feel that creates lasting impressions and unforgettable experiences."”
The New Gold Standard
By Joseph Michelli
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Joseph Michelli is a celebrated author, speaker, and consultant, best known for his work on customer experience and organizational excellence. He is the author of several notable books, including 'The Starbucks Experience', 'Leading the Starbucks Way', and 'The New Gold Standard', which explore the strategies behind successful customer-centric businesses. Michelli's writing style is characterized by a blend of engaging storytelling and practical insights, making complex ideas accessible to a wide audience. His expertise has made him a sought-after speaker and advisor for organizations aiming to enhance their customer experience.
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