The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company » (1st Edition)

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.

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 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.

Foreword   Simon F. Cooper     ix
Acknowledgments     xiii
The Ritz-Carlton Experience     1
Define and Refine
Set the Foundation: Communicating Core Identity and Culture     19
Be Relevant     44
Empower through Trust
Select-Don't Hire     73
It's a Matter of Trust     94
It's Not about You
Build a Business Focused on Others     119
Support Frontline Empathy     146
Deliver Wow!
Wow: The Ultimate Guest Experience     165
Turn Wow into Action     187
Leave a Lasting Footprint
Aspire, Achieve, Teach     207
Sustainability and Stewardship     228
Conclusion: A Lasting Impression     256
Notes     265
Sources     273
Index     277