The New Gold Standard
5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
By (author) Joseph Michelli
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New Gold Standard by Joseph Michelli
Book DescriptionDiscover 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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Book DetailsISBN: 9780071548335
(221mm x 142mm x 24mm)
Imprint: McGraw-Hill Professional
Publisher: McGraw-Hill Education - Europe
Publish Date: 1-Jul-2008
Country of Publication: United States
Books By Author Joseph Michelli
Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, Hardback (December 2015)
Offers a look at how Mercedes-Benz transformed itself into a best-in-class, customer-obsessed organization. This book reveals how leaders within the organization drove the transformation of the operational and cultural environments at Mercedes-Benz through their strategic vision.
Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People, Hardback (September 2013)
Explains that the international success of Starbucks begins with a promise: to inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time. This title offers a perspective on the leadership principles that drove the iconic coffee company's resurgence from serious setbacks during the economic downturn.
Zappos Experience: 5 Principles to Inspire, Engage, and WOW, Hardback (October 2011)
Given unprecedented access to one of the most successful online retailers in the world, the bestselling author of The Starbucks Experience unveils the customer-experience strategies that have made Zappos the model of leadership success
Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System, Hardback (June 2011)» View all books by Joseph Michelli
The internationally bestselling author of The Starbucks Experience reveals how UCLA Health System achieves the highest levels of excellence--and explains how business leaders in any industry can get the same results
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Author Biography - Joseph Michelli
Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBC's On the Money.
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