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

The Ritz Carlton Hotel: How to Create Legendary Customer Experience. Joseph A. Michelli

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

Show Summary: Offers a deep dive into what has caused The Ritz-Carlton to enter our language with terms like “ritzy” and “putting on the Ritz”. The New Gold Standard is not a book just about luxury or the hospitality industry. It is designed to help business leaders and front-line workers make a greater difference through service professionalism.

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.
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.