-
The New Gold Standard
- 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- Narrated by: Joseph A. Michelli, Tom Parks
- Length: 8 hrs and 12 mins
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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.
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Overall4.5 out of 5 stars 70
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Performance4.5 out of 5 stars 61
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Peak is the popular, transformative guide to doing business better, written by a seasoned entrepreneur/CEO who has disrupted his favorite industry not once but twice. Author Chip Conley, founder and former CEO of one of the world's largest boutique hotel companies, turned to psychologist Abraham Maslow's Hierarchy of Needs at a time when his company was in dire need.
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1 out of 5 stars
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Presentation and attention to detail matter
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By: Chip Conley
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Leading with Cultural Intelligence, Second Editon
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- Unabridged
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Overall4 out of 5 stars 54
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Performance4.5 out of 5 stars 41
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Business today is global - and success requires a new set of skills. But not to worry, whether you're negotiating with vendors in Asia, exploring potential markets in Africa, or leading a diverse team at home, you don't have to master the nuances of every culture you encounter. With cultural intelligence, or CQ, you can lead effectively in any context.
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2 out of 5 stars
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good 101, but not more
- By V. Taras on 04-21-16
By: David Livermore
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Exceptional Service, Exceptional Profit
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- By: Leonardo Inghilleri, Micah Solomon
- Narrated by: Sean Pratt
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- Unabridged
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Overall4.5 out of 5 stars 159
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Performance4.5 out of 5 stars 131
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Story4.5 out of 5 stars 131
In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand.
In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
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5 out of 5 stars
-
Great book, recommended!
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By: Leonardo Inghilleri, and others
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The High-Potential Leader
- How to Grow Fast, Take on New Responsibilities, and Make an Impact
- By: Ram Charan, Geri Willigan
- Narrated by: Bob Reed
- Length: 5 hrs and 48 mins
- Unabridged
-
Overall4.5 out of 5 stars 65
-
Performance4.5 out of 5 stars 55
-
Story4.5 out of 5 stars 55
Companies need high potential leaders (Hi-Pos) more than ever before to help them adapt to today's tumultuous, digitally-driven business environment. If you meet the Hi-Po criteria, you're in high demand - and this book explains how to fast-track yourself.
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4 out of 5 stars
-
Good book for people wanting to climb the corporate ladder and for executives to accelerate high - potential leaders
- By Niel on 06-23-19
By: Ram Charan, and others
-
Solving Problems with Design Thinking
- Ten Stories of What Works
- By: Jeanne Liedtka, Andrew King, Kevin Bennett
- Narrated by: Dina Pearlman
- Length: 7 hrs and 19 mins
- Unabridged
-
Overall4 out of 5 stars 91
-
Performance4 out of 5 stars 79
-
Story4 out of 5 stars 80
Design-oriented firms such as Apple and IDEO have demonstrated how design thinking can directly affect business results. Yet most managers lack a real sense of how to put this new approach to use for issues other than product development and sales growth. Solving Problems with Design Thinking details 10 real-world examples of managers who successfully applied design methods at 3M, Toyota, IBM, Intuit, and SAP; entrepreneurial start-ups such as MeYou Health; and government and social sector organizations.
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5 out of 5 stars
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Excellent book for design thinkers
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Be Our Guest
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- Narrated by: Barry Abrams
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- Unabridged
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Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.
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2 out of 5 stars
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Too long and repetitive
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Extreme Teams
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- By: Robert Bruce Shaw
- Narrated by: James Foster
- Length: 7 hrs and 4 mins
- Unabridged
-
Overall4.5 out of 5 stars 69
-
Performance4.5 out of 5 stars 62
-
Story4.5 out of 5 stars 62
Managers want great teams, but most build them around decades-old ideas and practices made popular by companies that have lost their edge. Extreme Teams looks at the new generation of teams driving growth in today's most innovative firms. They do this by doing things differently: hiring the right person instead of the best person; focusing on one priority while leaving room to explore new ideas; creating an environment where people are comfortable dealing with the uncomfortable.
-
2 out of 5 stars
-
Extreme Blah
- By Blair C on 05-03-18
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Everybody Matters
- The Extraordinary Power of Caring for Your People Like Family
- By: Bob Chapman, Raj Sisodia
- Narrated by: Steven Menasche
- Length: 8 hrs and 51 mins
- Unabridged
-
Overall4.5 out of 5 stars 375
-
Performance4.5 out of 5 stars 316
-
Story4.5 out of 5 stars 313
Starting in 1997, Bob Chapman and Barry-Wehmiller pioneered a dramatically different approach to leadership that creates off-the-charts morale, loyalty, creativity, and business performance. The company utterly rejects the idea that employees are simply functions to be moved around, "managed" with carrots and sticks, or discarded at will. Instead Barry-Wehmiller manifests the reality that every single person matters, just like in a family. That's not a cliché on a mission statement; it's the bedrock of the company's success.
-
1 out of 5 stars
-
A Much Better Read
- By Bob Burton on 12-14-18
By: Bob Chapman, and others
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The Nordstrom Way to Customer Experience Excellence, 3rd Edition
- Creating a Values-Driven Service Culture
- By: Robert Spector, breAnne O. Reeves
- Narrated by: Eric Pollins
- Length: 6 hrs and 14 mins
- Unabridged
-
Overall4.5 out of 5 stars 163
-
Performance4.5 out of 5 stars 139
-
Story4.5 out of 5 stars 139
In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.
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5 out of 5 stars
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Inspiring
- By Carrie Brinton on 01-02-19
By: Robert Spector, and others
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The 5 Languages of Appreciation in the Workplace
- Empowering Organizations by Encouraging People
- By: Gary Chapman, Dr. Paul White
- Narrated by: Dr. Paul White
- Length: 6 hrs
- Unabridged
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Overall4.5 out of 5 stars 557
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Performance4.5 out of 5 stars 463
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Story4.5 out of 5 stars 455
Dramatically improve workplace relationships simply by learning your coworkers’ language of appreciation. Based on the number one New York Times best seller The 5 Love Languages® (over 12 million copies sold), this book will give you the tools to improve staff moral, create a more positive workplace, and increase employee engagement. How? By teaching you to effectively communicate authentic appreciation and encouragement to employees, coworkers, and leaders.
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4 out of 5 stars
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Missing Code to take the MBA Inventory
- By mare on 10-02-21
By: Gary Chapman, and others
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How Did That Happen?
- Holding People Accountable for Results the Positive, Principled Way
- By: Roger Connors, Tom Smith
- Narrated by: Lloyd James
- Length: 9 hrs and 53 mins
- Unabridged
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Overall4 out of 5 stars 96
-
Performance4 out of 5 stars 61
-
Story4.5 out of 5 stars 61
Drawing on case studies, many from client companies, the authors show how to establish clear expectations and manage the unmet expectations that inevitably occur. And they offer a positive, principled way that engages hearts and minds. This book can help people at every level---from senior executives to front-line workers---enjoy greater productivity, profitability, and job satisfaction.
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1 out of 5 stars
-
HELP - How Can I Get The Lost Hours Back ?
- By Mike on 09-23-09
By: Roger Connors, and others
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The High-Speed Company
- Creating Urgency and Growth in a Nanosecond Culture
- By: Jason Jennings, Laurence Haughton
- Narrated by: Jason Jennings
- Length: 6 hrs and 52 mins
- Unabridged
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Overall5 out of 5 stars 28
-
Performance5 out of 5 stars 27
-
Story4.5 out of 5 stars 27
Best-selling author Jason Jennings believes that urgency and speed are keys to the growth of any business. Leaders need to adapt and ignite their workplace cultures to prevent everyone from falling behind. Jennings draws on years of research and 11,000+ in-depth interviews with executives, business owners, and CEOs across the country to uncover how successful leaders build cultures that support constant innovation and growth.
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5 out of 5 stars
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Incredible testament to the spirit of positive growth and change
- By Alexandra d. on 04-05-23
By: Jason Jennings, and others
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Leadership Is an Art
- By: Max DePree
- Narrated by: Joseph Campanella
- Length: 2 hrs and 11 mins
- Abridged
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Overall4 out of 5 stars 256
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Performance4.5 out of 5 stars 195
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Story4 out of 5 stars 195
Learn the leadership skills to build a better, more profitable business with the help of Max DePree. CEO of Herman Miller, Inc. - a firm which ranks high in Fortune magazine's surveys of the most admired, best managed companies, and one of the best companies to work for in America. DePree expounds on an innovative style of business leadership.
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1 out of 5 stars
-
An Audio PowerPoint
- By Supreme Commander on 07-23-06
By: Max DePree
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The Commitment Engine
- Making Work Worth It
- By: John Jantsch
- Narrated by: John Jantsch
- Length: 6 hrs and 17 mins
- Unabridged
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Overall4.5 out of 5 stars 36
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Performance4.5 out of 5 stars 28
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Story4.5 out of 5 stars 28
The small-business guru behind Duct Tape Marketing and The Referral Engine teaches listeners how to establish lasting commitment in their employees, customers, and businesses. Why are some companies able to generate committed, long-term customers while others struggle to stay afloat? Why do the employees of some organizations fully dedicate themselves while others punch the clock without enthusiasm?
By: John Jantsch
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Journey to the Emerald City
- By: Roger Connors, Tom Smith, Craig Hickman
- Narrated by: Wayne Shepherd
- Length: 2 hrs and 51 mins
- Abridged
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Overall4 out of 5 stars 45
-
Performance4.5 out of 5 stars 35
-
Story4 out of 5 stars 36
Building on the success of their previous title, The Oz Principle, Connors and Smith explore the direct link between a company's culture and the results it produces. Journey to the Emerald City details a clear road map for accelerating the move to a culture of accountability in which people focus on achieving the results critical to a company's future.
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5 out of 5 stars
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Every creative leaders go to book
- By June on 01-08-18
By: Roger Connors, and others
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Great Story Ruined by Monotone Reading
- By Marc on 04-23-13
By: John E. Morris, and others
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Customer Magic: The Macquarie Way
- How to Reimagine Customer Experience to Transform Your Business
- By: Joseph A. Michelli
- Narrated by: Joseph A. Michelli
- Length: 4 hrs and 24 mins
- Unabridged
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Overall0 out of 5 stars 0
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Performance0 out of 5 stars 0
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It takes a special kind of magic for a challenger brand to achieve seemingly impossible customer-centric results. It’s that magic that makes Australian telecommunications company Macquarie Technology world leaders in award-winning customer experience. Joseph A. Michelli—the bestselling author of books about brands renowned for their stellar service and outstanding growth, such as The Ritz-Carlton, Mercedes-Benz, and Starbucks—was so impressed by Macquarie’s ability to deliver transformative customer experiences that he felt compelled to share this book.
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Principles of Economics
- By: Saifedean Ammous
- Narrated by: Saifedean Ammous
- Length: 12 hrs and 53 mins
- Unabridged
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Overall5 out of 5 stars 46
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Performance4.5 out of 5 stars 41
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Story5 out of 5 stars 41
Principles of Economics is a university-level textbook in economics that offers a clear and concise exploration of the most important economic concepts. This book is unapologetically Austrian in its approach. It tackles major economic concepts and topics independently, but in a logical sequence aimed at delivering the listener an understanding of economics at an individual and societal level, and the widespread implications of economics as a topic.
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5 out of 5 stars
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I was already a fan of the Austrian school
- By PublicName on 10-13-23
By: Saifedean Ammous
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After Steve
- How Apple Became a Trillion-Dollar Company and Lost its Soul
- By: Tripp Mickle
- Narrated by: Will Damron
- Length: 14 hrs and 42 mins
- Unabridged
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Overall4.5 out of 5 stars 627
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Performance4.5 out of 5 stars 557
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Story4.5 out of 5 stars 555
Steve Jobs called Jony Ive his “spiritual partner at Apple.” The London-born genius was the second-most powerful person at Apple and the creative force who most embodies Jobs’s spirit, the man who designed the products adopted by hundreds of millions the world over: the iPod, iPad, MacBook Air, the iMac G3, and the iPhone.
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1 out of 5 stars
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Disappointing & full of faked fiction
- By Peter Keller on 05-06-22
By: Tripp Mickle
What listeners say about The New Gold Standard
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Adam Morgan
- 02-19-22
Must read!!!
Ritz Carlton truly is the gold standard. This book along with Excellence Wins should be required reading for anyone going into hospitality!
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Carlos Williams
- 01-03-18
If you are after excellence, look here for clues
There was a lot in this book. I found it to be packed with content and I personally struggled to stay with it. This is a true work on mastering the mundane aspects of what makes a business great. The nuggets found was worth the effort to keep with the book
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Mayary Castillo
- 02-18-24
Just Amazing
all the examples of how to go above and beyong and most of the times with simple non expensive gestures! Such a great book!
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Overall4 out of 5 stars
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Performance5 out of 5 stars
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Story4 out of 5 stars
- Brandon Moss
- 11-13-17
I want to stay at a Ritz-Carlton
An inpiring book if you want to take customer service to the next level. One thing to note: you will most likely be disapointed with your next hotel stay after you read this book, you will think to yourself of all the ways your stay could have been better, if only you had stayed at a Ritz-Carlton.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Dragan Simac
- 01-02-23
Amazing Book
I recommend it to every person in the hospitality business. It helped me to develop customer service.
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Overall4 out of 5 stars
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Performance3 out of 5 stars
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Story3 out of 5 stars
- love it
- 09-12-16
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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1 person found this helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Dorin T.
- 05-15-19
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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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Kevin C.
- 07-03-22
Outstanding
Perfect for self-motivation and a recharge. The workplace requires a workable plan for improvement.
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Overall4 out of 5 stars
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Performance4 out of 5 stars
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Story4 out of 5 stars
- Richard V.
- 03-05-15
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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2 people found this helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- GaryLR
- 05-25-17
Quality to the next level
I purchased this book after hearing Horst Schultz speaking. Through a collection of stories, the book becomes a manual on Quality As It Should Be. Clearly, Ritz-Carlton as an organization has taken "Love thy neighbor" and "He who would be great must serve" to the next level. The principals here can be easily translated to any organization, from families to factory to government to church /synagogue /mosque.
Recommended for anyone who wants to find a better way.
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