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

Name: New Gold Standard
Author: Joseph Michelli

Auteur: Joseph Michelli

Taal: Engels

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Auteur: Joseph Michelli Joseph Michelli

Engels
Hardcover
9780071548335
16 juli 2008
284 pagina's

Alle productspecificaties

Joseph Michelli

"Joseph Michelli (born August 11, 1960) is an American psychologist, speaker, and author. He started his career as a psychologist in 1988 and began writing business books in 2004. Best-selling books he has written include The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and Driven to Delight.

(Bron: Wikipedia. Beschikbaar onder de licentie Creative Commons Naamsvermelding/Gelijk delen.)"

Alles van Joseph Michelli

Samenvatting

When it comes to quality, style, and service, The Ritz-Carlton Hotel Company has set the gold standard for delivering the highest level of customer experience. This book features the five key principles behind The Ritz-Carlton Hotel Company's success and customer service innovations. It is intended for executives and managers at all levels.

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

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.

Productspecificaties

Inhoud

Taal: en
Bindwijze: Hardcover
Oorspronkelijke releasedatum: 16 juli 2008
Aantal pagina's: 284
Illustraties: Nee

Betrokkenen

Hoofdauteur: Joseph Michelli
Tweede Auteur: Joseph Michelli
Hoofduitgeverij: Mcgraw-Hill Professional

Overige kenmerken

Editie: ed
Extra groot lettertype: Nee
Product breedte: 146 mm
Product hoogte: 25 mm
Product lengte: 222 mm
Studieboek: Ja
Verpakking breedte: 142 mm
Verpakking hoogte: 32 mm
Verpakking lengte: 221 mm
Verpakkingsgewicht: 836 g

EAN

EAN: 9780071548335

Je vindt dit artikel in

Categorieën: Economie & Financiën

Managementboeken

Klantenservice

Boeken
Taal: Engels
Over welke sector: Horeca & Dienstverlening
Beschikbaarheid: Leverbaar
Boek, ebook of luisterboek?: Boek

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