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

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9780071548335: The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

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.

Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.

L'autore:

Joseph A. Michelli, Ph.D., is an internationallysought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, TheHartford Insurance Group, and UCLA HealthSystem. The author of the bestselling The StarbucksExperience, he has appeared on The Glenn Beck Show and CNBC’s On the Money.

Dalla quarta di copertina:

Set the "Gold Standard" for your industry.

  • Define and Refine
  • Empower Through Trust
  • It's Not About You
  • Deliver 'Wow!'
  • Leave a Lasting Footprint

"Required reading for anyone who wants to learn how to create passionate employees and customers!" --Ken Blanchard, co-author of The One Minute Manager and The One Minute Entrepreneur

“The Ritz Carlton is the best hotel chain in the world because of the unique experience it offers. This book shows you how to install the same customer-focused attitude toward service that makes a world leader." --Brian Tracy, author of The Way to Wealth

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Joseph Michelli
Editore: McGraw-Hill Education - Europe, United States (2008)
ISBN 10: 0071548335 ISBN 13: 9780071548335
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Descrizione libro McGraw-Hill Education - Europe, United States, 2008. Hardback. Condizione libro: New. 220 x 142 mm. Language: English . Brand New Book. 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. Codice libro della libreria AA39780071548335

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Joseph Michelli
Editore: McGraw-Hill Education - Europe, United States (2008)
ISBN 10: 0071548335 ISBN 13: 9780071548335
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Descrizione libro McGraw-Hill Education - Europe, United States, 2008. Hardback. Condizione libro: New. 220 x 142 mm. Language: English . Brand New Book. 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. Codice libro della libreria AA39780071548335

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Descrizione libro Mcgraw Hill Publishers. Condizione libro: New. Brand New. Codice libro della libreria 0071548335

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Descrizione libro Hardcover. Condizione libro: New. Codice libro della libreria 813711

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Descrizione libro McGraw-Hill Education, 2008. HRD. Condizione libro: New. New Book.Shipped from US within 10 to 14 business days. Established seller since 2000. Codice libro della libreria IB-9780071548335

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Descrizione libro Hardcover. Condizione libro: New. 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 customersEmpowering employees by treating them with the utmost respectAnticipating customers' unexpressed needs and concernsDeveloping and conducting an unsurpassed training regimenSharing 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. Codice libro della libreria 9095995

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Descrizione libro 2008. Hardcover. Condizione libro: New. 1st. 143mm x 27mm x 222mm. Hardcover. From the author of the Wall Street Journal, USA Today, and BusinessWeek Bestseller, The Starbucks Experience Leadership lessons from the company that turned customer service into an art fo.Shipping may be from multiple locations in the US or from the UK, depending on stock availability. 284 pages. 0.490. Codice libro della libreria 9780071548335

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Descrizione libro McGraw-Hill Education. Hardcover. Condizione libro: New. 0071548335 Brand New Book. Ships from the United States. 30 Day Satisfaction Guarantee!. Codice libro della libreria 4185592

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Descrizione libro McGraw-Hill Education, 2008. Hardcover. Condizione libro: New. Codice libro della libreria 0071548335

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Descrizione libro Hardcover. Condizione libro: BRAND NEW. BRAND NEW. Fast Shipping. Prompt Customer Service. Satisfaction guaranteed. Codice libro della libreria 0071548335BNA

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