The New Gold Standard

5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Length: 8 hrs and 12 mins
4.5 out of 5 stars (346 ratings)

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Publisher's Summary

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.

©2008 Joseph A. Michelli (P)2015 Brilliance Audio, all rights reserved. The Ritz-Carlton Credo © The Ritz-Carlton Hotel Company, L.L.C. All rights reserved. Reprinted with permission. © 1998, 2000 Gallup, Inc. All rights reserved. The content is used with permission; however, Gallup retains all rights of republication.
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Meat and Potatoes for building a great business

I stumbled on this book by accident, and am so glad I did.

This book takes the history of the hotel as a foreword, and delves into its rich format of how it has become such an amazing company.

While the examples used are from a luxury hotel, it is written so well that anyone in any aspect of life could apply it to their circumstances. My wife was reading it and has been finding its information helpful even on how she runs her own house.

The book has a great format. Structure enough to make everything congruent. But not overly structured as to become predictable. This book is filled with rock solid help, not fluf, which is unfortunately most of the books out there.

This book has become a staple in my library, I will return to it again and again throughout my business career.

1 person found this helpful

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great stories of the Ritz

This book included many great and inspiring stories of the employees of the Ritz. Would have rated the book higher, but it had many slow points throughout it.

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Very good information

The ritz Carlton is an organization we can learn a lot from. Their culture is amazing. We will be trying to include a number of these items

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Amazing Service

Ritz-Carlton really has set the new gold standard. I'm very impressed with the book and not to mention the amazing level of detail focusing on serving customers. I wish all companies adopted this great customer service culture.

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This is going to be good....

You had me at the first words, “The answer is yes....now what’s the question. Then more (paraphrased): providing outstanding service is a career choice.

This is a business book, yes? I was brought to tears at the end of Chapter One.

If I change my opinion from the first impression, you will get another review from me. I highly doubt it will be necessary.

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Boring and repetitive.

This is essentially a book of xustomer reviews of the Ritz Carlton. Not worth it.

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Great read

This book gives great insight into the way the Ritz does business and provides great pointers on how to be a leader within your business.

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It could have been consolidated!!

The information provided was great but I felt like the stories dragged on way to long.

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why they are the best

great information and ideas that will help most businesses improve their employee and guest experience

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Excellence in practice

Informative, thought provoking but most of all inspiring. This was an excellent exploration of customer experience perfection providing a standard for any customer facing business. Highly recommended listen or read.

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Profile Image for JP
  • JP
  • 07-26-15

Great for Hospitality Industry

Would you listen to The New Gold Standard again? Why?

Yes, if i were working in the hospitality industry.

Who was your favorite character and why?

N.A.

What about Joseph A. Michelli and Tom Parks ’s performance did you like?

Well researched and some great stories came out.

Was this a book you wanted to listen to all in one sitting?

No.

Any additional comments?

Excellent book but very hard to apply some of the insights from Ritz Carlton outwith hospitality.