The New Gold Standard
5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
No se pudo agregar al carrito
Add to Cart failed.
Error al Agregar a Lista de Deseos.
Error al eliminar de la lista de deseos.
Error al añadir a tu biblioteca
Error al seguir el podcast
Error al dejar de seguir el podcast
$0.99/mes por los primeros 3 meses
Exclusivo para miembros Prime: ¿Nuevo en Audible? Obtén 2 audiolibros gratis con tu prueba.
The New Gold Standard
Compra ahora por $20.00
No default payment method selected.
We are sorry. We are not allowed to sell this product with the selected payment method
-
Narrado por:
-
Joseph A. Michelli
-
Tom Parks
Acerca de esta escucha
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.Los oyentes también disfrutaron...
-
Unreasonable Hospitality
- The Remarkable Power of Giving People More than They Expect
- De: Will Guidara
- Narrado por: Will Guidara
- Duración: 8 h y 37 m
- Versión completa
-
General5 out of 5 stars 3,608
-
Narración:5 out of 5 stars 3,235
-
Historia5 out of 5 stars 3,235
Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world. How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality.
-
5 out of 5 stars
-
A Stratification What it Means to Be of Service
- De Amazon Customer en 10-31-22
De: Will Guidara
-
The Gold Standard
- Giving Your Customers What They Didn't Know They Wanted
- De: Colin Cowie
- Narrado por: Colin Cowie
- Duración: 5 h y 47 m
- Versión completa
-
General5 out of 5 stars 46
-
Narración:5 out of 5 stars 41
-
Historia5 out of 5 stars 40
Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.
-
3 out of 5 stars
-
Boring
- De Paul/Big Dog en 10-09-24
De: Colin Cowie
-
Setting the Table
- The Transforming Power of Hospitality in Business
- De: Danny Meyer
- Narrado por: Danny Meyer
- Duración: 5 h y 33 m
- Versión resumida
-
General4.5 out of 5 stars 2,196
-
Narración:4.5 out of 5 stars 1,832
-
Historia4.5 out of 5 stars 1,830
Danny Meyer started Union Square Cafe when he was 27, with a good idea and scant experience. He is now the CEO of one of the world's most dynamic restaurant organizations, one that includes 11 unique dining establishments, each at the top of its game. How did he do it? How has he consistently beaten the odds in one of the toughest trades around?
-
1 out of 5 stars
-
ABRIDGED VERSION!?
- De Gregg Strader en 02-19-18
De: Danny Meyer
-
Excellence Wins
- A No-Nonsense Guide to Becoming the Best in a World of Compromise
- De: Horst Schulze, Dean Merrill - contributor
- Narrado por: Michael Wagner
- Duración: 5 h
- Versión completa
-
General5 out of 5 stars 1,421
-
Narración:5 out of 5 stars 1,240
-
Historia5 out of 5 stars 1,233
CEOs. Leaders without titles. Startups. Corporations. For-profits. Nonprofits. It doesn't matter who you are or what you do - you want to become the best. You want to win, every time. Horst Schulze knows how to win. In Excellence Wins, Schulze, in his absolute no-nonsense approach, shares the visionary and disruptive principles that have produced immense global successes over the course of his still-prolific 50-year career.
-
5 out of 5 stars
-
Challenging and Inspiring
- De Kim en 09-25-19
De: Horst Schulze, y otros
-
Be Our Guest
- Perfecting the Art of Customer Service
- De: The Disney Institute, Theodore Kinni
- Narrado por: Barry Abrams
- Duración: 5 h y 26 m
- Versión completa
-
General4.5 out of 5 stars 897
-
Narración:4.5 out of 5 stars 768
-
Historia4.5 out of 5 stars 763
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.
-
2 out of 5 stars
-
Too long and repetitive
- De M. Decker en 03-11-16
De: The Disney Institute, y otros
-
The Zappos Experience
- 5 Principles to Inspire, Engage, and Wow
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 32 m
- Versión completa
-
General4.5 out of 5 stars 58
-
Narración:4.5 out of 5 stars 48
-
Historia4.5 out of 5 stars 48
The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.
-
2 out of 5 stars
-
Brand propaganda
- De MR A G ADELAAR en 05-22-15
-
Unreasonable Hospitality
- The Remarkable Power of Giving People More than They Expect
- De: Will Guidara
- Narrado por: Will Guidara
- Duración: 8 h y 37 m
- Versión completa
-
General5 out of 5 stars 3,608
-
Narración:5 out of 5 stars 3,235
-
Historia5 out of 5 stars 3,235
Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world. How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality.
-
5 out of 5 stars
-
A Stratification What it Means to Be of Service
- De Amazon Customer en 10-31-22
De: Will Guidara
-
The Gold Standard
- Giving Your Customers What They Didn't Know They Wanted
- De: Colin Cowie
- Narrado por: Colin Cowie
- Duración: 5 h y 47 m
- Versión completa
-
General5 out of 5 stars 46
-
Narración:5 out of 5 stars 41
-
Historia5 out of 5 stars 40
Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.
-
3 out of 5 stars
-
Boring
- De Paul/Big Dog en 10-09-24
De: Colin Cowie
-
Setting the Table
- The Transforming Power of Hospitality in Business
- De: Danny Meyer
- Narrado por: Danny Meyer
- Duración: 5 h y 33 m
- Versión resumida
-
General4.5 out of 5 stars 2,196
-
Narración:4.5 out of 5 stars 1,832
-
Historia4.5 out of 5 stars 1,830
Danny Meyer started Union Square Cafe when he was 27, with a good idea and scant experience. He is now the CEO of one of the world's most dynamic restaurant organizations, one that includes 11 unique dining establishments, each at the top of its game. How did he do it? How has he consistently beaten the odds in one of the toughest trades around?
-
1 out of 5 stars
-
ABRIDGED VERSION!?
- De Gregg Strader en 02-19-18
De: Danny Meyer
-
Excellence Wins
- A No-Nonsense Guide to Becoming the Best in a World of Compromise
- De: Horst Schulze, Dean Merrill - contributor
- Narrado por: Michael Wagner
- Duración: 5 h
- Versión completa
-
General5 out of 5 stars 1,421
-
Narración:5 out of 5 stars 1,240
-
Historia5 out of 5 stars 1,233
CEOs. Leaders without titles. Startups. Corporations. For-profits. Nonprofits. It doesn't matter who you are or what you do - you want to become the best. You want to win, every time. Horst Schulze knows how to win. In Excellence Wins, Schulze, in his absolute no-nonsense approach, shares the visionary and disruptive principles that have produced immense global successes over the course of his still-prolific 50-year career.
-
5 out of 5 stars
-
Challenging and Inspiring
- De Kim en 09-25-19
De: Horst Schulze, y otros
-
Be Our Guest
- Perfecting the Art of Customer Service
- De: The Disney Institute, Theodore Kinni
- Narrado por: Barry Abrams
- Duración: 5 h y 26 m
- Versión completa
-
General4.5 out of 5 stars 897
-
Narración:4.5 out of 5 stars 768
-
Historia4.5 out of 5 stars 763
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.
-
2 out of 5 stars
-
Too long and repetitive
- De M. Decker en 03-11-16
De: The Disney Institute, y otros
-
The Zappos Experience
- 5 Principles to Inspire, Engage, and Wow
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 32 m
- Versión completa
-
General4.5 out of 5 stars 58
-
Narración:4.5 out of 5 stars 48
-
Historia4.5 out of 5 stars 48
The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.
-
2 out of 5 stars
-
Brand propaganda
- De MR A G ADELAAR en 05-22-15
-
Driven to Delight
- Delivering World-Class Customer Experience the Mercedes-Benz Way
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli
- Duración: 7 h y 31 m
- Versión completa
-
General4 out of 5 stars 98
-
Narración:4.5 out of 5 stars 87
-
Historia4 out of 5 stars 86
Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries.
-
5 out of 5 stars
-
all leaders must read this book
- De Denis N en 05-14-19
-
Leading the Starbucks Way
- 5 Principles for Connecting with Your Customers, Your Products, and Your People
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 25 m
- Versión completa
-
General4 out of 5 stars 58
-
Narración:4 out of 5 stars 50
-
Historia4 out of 5 stars 50
One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon - a result of the company’s exemplary leadership practices. Joseph Michelli explains that the international success of Starbucks begins with a promise: To inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time.
-
2 out of 5 stars
-
This is a promotion for Starbucks
- De sue en 09-02-14
-
Your Full Guide to Owning & Operating a Hospitality Property - Successfully
- Independent Hotel, Resort, Inn or Bed & Breakfast
- De: Gerry MacPherson
- Narrado por: Gerry MacPherson
- Duración: 6 h y 6 m
- Versión completa
-
General4.5 out of 5 stars 14
-
Narración:4.5 out of 5 stars 13
-
Historia4.5 out of 5 stars 13
Have you ever thought about owning your own independent hotel, resort, inn, or bed and breakfast, but are not sure or the steps to take to ensure success? If you have answered yes, this audiobook is for you. If you have dreams of becoming a successful independent hotel, resort, inn, or bed and breakfast proprietor, this audiobook is designed to get you started and to grow your business. Your Full Guide to Owning & Operating a Hospitality Property - Successfully will share you more than just quick-fix tactics but instead how to develop successful long-term operation methods.
-
5 out of 5 stars
-
Very informative
- De Janice en 05-31-20
De: Gerry MacPherson
-
Hospitality 2.0
- Digital Revolution in the Hotel Industry
- De: Ira Vouk
- Narrado por: Cindy Slater
- Duración: 11 h y 27 m
- Versión completa
-
General4.5 out of 5 stars 9
-
Narración:4.5 out of 5 stars 8
-
Historia4.5 out of 5 stars 8
This audiobook is about the past, present, and future of hospitality. It presents a comprehensive study on the state of the industry by describing the challenges it has been dealing with, major disruptions in the recent years, effects of tech evolution, cloud computing, alternative accommodations and COVID-19, with a glimpse into what the future holds in the next 5-10 years and how we can get there faster and more efficiently.
-
2 out of 5 stars
-
Total disappointment
- De Evan Djikas en 10-05-24
De: Ira Vouk
-
Creating Magic
- 10 Common Sense Leadership Strategies from a Life at Disney
- De: Lee Cockerell
- Narrado por: Lee Cockerell
- Duración: 7 h y 36 m
- Versión completa
-
General4.5 out of 5 stars 1,343
-
Narración:4.5 out of 5 stars 1,078
-
Historia4.5 out of 5 stars 1,073
The secret for creating magic in our careers, our organizations, and our lives is simple: outstanding leadership, the kind that inspires employees, delights customers, and achieves extraordinary business results. No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World Resort operations for over a decade.
-
5 out of 5 stars
-
Brilliant, simple, lessons on leadership
- De Garrett en 10-16-10
De: Lee Cockerell
-
Uplifting Service
- The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet
- De: Ron Kaufman
- Narrado por: Adam Danoff
- Duración: 7 h y 30 m
- Versión completa
-
General4.5 out of 5 stars 82
-
Narración:4.5 out of 5 stars 70
-
Historia4.5 out of 5 stars 70
In this New York Times, USA Today, and Amazon.com best-selling book, Kaufman lays out the steps you can take to build a sustainable culture that delivers outstanding service every day. He offers the tools and practices that have been proven effective in businesses, governments, communities, and homes; on every continent; and in many languages.
-
5 out of 5 stars
-
A unique perspective on service
- De Shyam Kumar en 09-09-14
De: Ron Kaufman
-
The Customer Rules
- The 39 Essential Rules for Delivering Sensational Service
- De: Lee Cockerell
- Narrado por: Lee Cockerell
- Duración: 3 h y 59 m
- Versión completa
-
General4.5 out of 5 stars 455
-
Narración:4.5 out of 5 stars 395
-
Historia4.5 out of 5 stars 389
The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.
-
2 out of 5 stars
-
Content is Great but Narrator Puts You to Sleep
- De Anonymous User en 08-30-18
De: Lee Cockerell
-
Extreme Ownership
- How U.S. Navy SEALs Lead and Win
- De: Jocko Willink, Leif Babin
- Narrado por: Jocko Willink, Leif Babin
- Duración: 9 h y 33 m
- Versión completa
-
General5 out of 5 stars 75,744
-
Narración:5 out of 5 stars 65,967
-
Historia5 out of 5 stars 65,659
An updated edition of the blockbuster best-selling leadership book that took America and the world by storm, two US Navy SEAL officers who led the most highly decorated special operations unit of the Iraq War demonstrate how to apply powerful leadership principles from the battlefield to business and life.
-
5 out of 5 stars
-
I don't read SEAL Books...
- De Amazon Customer en 02-21-17
De: Jocko Willink, y otros
-
Four Seasons
- The Story of a Business Philosophy
- De: Isadore Sharp
- Narrado por: Jeff Semple
- Duración: 8 h y 13 m
- Versión completa
-
General4.5 out of 5 stars 25
-
Narración:4.5 out of 5 stars 23
-
Historia4.5 out of 5 stars 23
How did a child of immigrants, starting with no background in the hotel business, create the world's most admired and successful hotel brand? And how has Four Seasons grown so dramatically, over nearly half a century, without losing its focus on exceptional quality and unparalleled service? Isadore Sharp answers these questions in his inspiring memoir. He started out in Toronto, the son of a modest builder from Poland, but ambition and fate rapidly took him beyond his father's three-man construction business.
-
3 out of 5 stars
-
Decent Business Book
- De Allena en 04-17-25
De: Isadore Sharp
-
The Culture Code
- The Secrets of Highly Successful Groups
- De: Daniel Coyle
- Narrado por: Will Damron
- Duración: 7 h y 13 m
- Versión completa
-
General4.5 out of 5 stars 11,097
-
Narración:5 out of 5 stars 9,446
-
Historia4.5 out of 5 stars 9,376
In The Culture Code, Daniel Coyle goes inside some of the world's most successful organizations - including Pixar, the San Antonio Spurs, and the US Navy's SEAL Team Six - and reveals what makes them tick. He demystifies the culture-building process by identifying three key skills that generate cohesion and cooperation and explains how diverse groups learn to function with a single mind.
-
4 out of 5 stars
-
Anyone in a leadership position should read this
- De Kimberly en 03-04-18
De: Daniel Coyle
-
Revenue Management Made Easy, for Midscale and Limited-Service Hotels
- The 6 Strategic Steps for Becoming the Most Valuable Person at Your Property
- De: Ira Vouk
- Narrado por: Cindy Slater
- Duración: 2 h y 15 m
- Versión completa
-
General5 out of 5 stars 2
-
Narración:5 out of 5 stars 2
-
Historia4.5 out of 5 stars 2
Everything you need to know about revenue management practice in simple language, with clear and easy-to-understand examples. From the originator of the ARPAR performance index (#ARPAR), this book brings a fresh view on revenue management and describes the tools that are relevant and effective today. After you start applying these strategies—you’ll start noticing the difference in less than a month, guaranteed.
De: Ira Vouk
-
Entreleadership
- 20 Years of Practical Business Wisdom from the Trenches
- De: Dave Ramsey
- Narrado por: Dave Ramsey
- Duración: 6 h y 15 m
- Versión resumida
-
General5 out of 5 stars 6,760
-
Narración:5 out of 5 stars 5,838
-
Historia5 out of 5 stars 5,784
If you’re at all responsible for your company’s success, you can’t just be a hard-charging entrepreneur or a motivating, encouraging leader. You have to be both! If you’re at all responsible for your company’s success, you can’t just be a hard-charging entrepreneur or a motivating, encouraging leader. You have to be both! This book presents Dave’s playbook for creating work that matters; building an incredible group of passionate, empowered team members; and winning the race with steady momentum that will roll over any obstacle.
-
3 out of 5 stars
-
It's Abridged!!!
- De Steve Garcia en 03-20-12
De: Dave Ramsey
Las personas que vieron esto también vieron...
-
Four Seasons
- The Story of a Business Philosophy
- De: Isadore Sharp
- Narrado por: Jeff Semple
- Duración: 8 h y 13 m
- Versión completa
-
General4.5 out of 5 stars 25
-
Narración:4.5 out of 5 stars 23
-
Historia4.5 out of 5 stars 23
How did a child of immigrants, starting with no background in the hotel business, create the world's most admired and successful hotel brand? And how has Four Seasons grown so dramatically, over nearly half a century, without losing its focus on exceptional quality and unparalleled service? Isadore Sharp answers these questions in his inspiring memoir. He started out in Toronto, the son of a modest builder from Poland, but ambition and fate rapidly took him beyond his father's three-man construction business.
-
3 out of 5 stars
-
Decent Business Book
- De Allena en 04-17-25
De: Isadore Sharp
-
Excellence Wins
- A No-Nonsense Guide to Becoming the Best in a World of Compromise
- De: Horst Schulze, Dean Merrill - contributor
- Narrado por: Michael Wagner
- Duración: 5 h
- Versión completa
-
General5 out of 5 stars 1,421
-
Narración:5 out of 5 stars 1,240
-
Historia5 out of 5 stars 1,233
CEOs. Leaders without titles. Startups. Corporations. For-profits. Nonprofits. It doesn't matter who you are or what you do - you want to become the best. You want to win, every time. Horst Schulze knows how to win. In Excellence Wins, Schulze, in his absolute no-nonsense approach, shares the visionary and disruptive principles that have produced immense global successes over the course of his still-prolific 50-year career.
-
5 out of 5 stars
-
Challenging and Inspiring
- De Kim en 09-25-19
De: Horst Schulze, y otros
-
Driven to Delight
- Delivering World-Class Customer Experience the Mercedes-Benz Way
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli
- Duración: 7 h y 31 m
- Versión completa
-
General4 out of 5 stars 98
-
Narración:4.5 out of 5 stars 87
-
Historia4 out of 5 stars 86
Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries.
-
5 out of 5 stars
-
all leaders must read this book
- De Denis N en 05-14-19
-
The Gold Standard
- Giving Your Customers What They Didn't Know They Wanted
- De: Colin Cowie
- Narrado por: Colin Cowie
- Duración: 5 h y 47 m
- Versión completa
-
General5 out of 5 stars 46
-
Narración:5 out of 5 stars 41
-
Historia5 out of 5 stars 40
Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.
-
3 out of 5 stars
-
Boring
- De Paul/Big Dog en 10-09-24
De: Colin Cowie
-
Setting the Table
- The Transforming Power of Hospitality in Business
- De: Danny Meyer
- Narrado por: Danny Meyer
- Duración: 5 h y 33 m
- Versión resumida
-
General4.5 out of 5 stars 2,196
-
Narración:4.5 out of 5 stars 1,832
-
Historia4.5 out of 5 stars 1,830
Danny Meyer started Union Square Cafe when he was 27, with a good idea and scant experience. He is now the CEO of one of the world's most dynamic restaurant organizations, one that includes 11 unique dining establishments, each at the top of its game. How did he do it? How has he consistently beaten the odds in one of the toughest trades around?
-
1 out of 5 stars
-
ABRIDGED VERSION!?
- De Gregg Strader en 02-19-18
De: Danny Meyer
-
Be Our Guest
- Perfecting the Art of Customer Service
- De: The Disney Institute, Theodore Kinni
- Narrado por: Barry Abrams
- Duración: 5 h y 26 m
- Versión completa
-
General4.5 out of 5 stars 897
-
Narración:4.5 out of 5 stars 768
-
Historia4.5 out of 5 stars 763
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.
-
2 out of 5 stars
-
Too long and repetitive
- De M. Decker en 03-11-16
De: The Disney Institute, y otros
-
Four Seasons
- The Story of a Business Philosophy
- De: Isadore Sharp
- Narrado por: Jeff Semple
- Duración: 8 h y 13 m
- Versión completa
-
General4.5 out of 5 stars 25
-
Narración:4.5 out of 5 stars 23
-
Historia4.5 out of 5 stars 23
How did a child of immigrants, starting with no background in the hotel business, create the world's most admired and successful hotel brand? And how has Four Seasons grown so dramatically, over nearly half a century, without losing its focus on exceptional quality and unparalleled service? Isadore Sharp answers these questions in his inspiring memoir. He started out in Toronto, the son of a modest builder from Poland, but ambition and fate rapidly took him beyond his father's three-man construction business.
-
3 out of 5 stars
-
Decent Business Book
- De Allena en 04-17-25
De: Isadore Sharp
-
Excellence Wins
- A No-Nonsense Guide to Becoming the Best in a World of Compromise
- De: Horst Schulze, Dean Merrill - contributor
- Narrado por: Michael Wagner
- Duración: 5 h
- Versión completa
-
General5 out of 5 stars 1,421
-
Narración:5 out of 5 stars 1,240
-
Historia5 out of 5 stars 1,233
CEOs. Leaders without titles. Startups. Corporations. For-profits. Nonprofits. It doesn't matter who you are or what you do - you want to become the best. You want to win, every time. Horst Schulze knows how to win. In Excellence Wins, Schulze, in his absolute no-nonsense approach, shares the visionary and disruptive principles that have produced immense global successes over the course of his still-prolific 50-year career.
-
5 out of 5 stars
-
Challenging and Inspiring
- De Kim en 09-25-19
De: Horst Schulze, y otros
-
Driven to Delight
- Delivering World-Class Customer Experience the Mercedes-Benz Way
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli
- Duración: 7 h y 31 m
- Versión completa
-
General4 out of 5 stars 98
-
Narración:4.5 out of 5 stars 87
-
Historia4 out of 5 stars 86
Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries.
-
5 out of 5 stars
-
all leaders must read this book
- De Denis N en 05-14-19
-
The Gold Standard
- Giving Your Customers What They Didn't Know They Wanted
- De: Colin Cowie
- Narrado por: Colin Cowie
- Duración: 5 h y 47 m
- Versión completa
-
General5 out of 5 stars 46
-
Narración:5 out of 5 stars 41
-
Historia5 out of 5 stars 40
Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.
-
3 out of 5 stars
-
Boring
- De Paul/Big Dog en 10-09-24
De: Colin Cowie
-
Setting the Table
- The Transforming Power of Hospitality in Business
- De: Danny Meyer
- Narrado por: Danny Meyer
- Duración: 5 h y 33 m
- Versión resumida
-
General4.5 out of 5 stars 2,196
-
Narración:4.5 out of 5 stars 1,832
-
Historia4.5 out of 5 stars 1,830
Danny Meyer started Union Square Cafe when he was 27, with a good idea and scant experience. He is now the CEO of one of the world's most dynamic restaurant organizations, one that includes 11 unique dining establishments, each at the top of its game. How did he do it? How has he consistently beaten the odds in one of the toughest trades around?
-
1 out of 5 stars
-
ABRIDGED VERSION!?
- De Gregg Strader en 02-19-18
De: Danny Meyer
-
Be Our Guest
- Perfecting the Art of Customer Service
- De: The Disney Institute, Theodore Kinni
- Narrado por: Barry Abrams
- Duración: 5 h y 26 m
- Versión completa
-
General4.5 out of 5 stars 897
-
Narración:4.5 out of 5 stars 768
-
Historia4.5 out of 5 stars 763
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.
-
2 out of 5 stars
-
Too long and repetitive
- De M. Decker en 03-11-16
De: The Disney Institute, y otros
-
The Leadership Secrets of Nick Saban
- How Alabama's Coach Became the Greatest Ever
- De: John Talty
- Narrado por: Barry Abrams
- Duración: 8 h y 27 m
- Versión completa
-
General4.5 out of 5 stars 294
-
Narración:4.5 out of 5 stars 257
-
Historia5 out of 5 stars 255
With coach Nick Saban at the helm, the Crimson Tide has won six of the last twelve national titles. The 2020 championship team showcased Saban's evolution as a leader and further solidified what many long suspected was true: Nick Saban is college football's greatest coach ever. Leaders of any kind, including coaches and beyond, stand to gain great wisdom and inspiration by learning from his success.
-
1 out of 5 stars
-
A Regrettable Use of a Credit
- De Jeremy Barnett en 01-22-23
De: John Talty
-
The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- De: Jeff Toister
- Narrado por: Roger Wayne
- Duración: 5 h y 41 m
- Versión completa
-
General4.5 out of 5 stars 26
-
Narración:5 out of 5 stars 22
-
Historia4.5 out of 5 stars 22
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
-
5 out of 5 stars
-
A GOOD QUICK OVERVIEW OF SERVICE MANAGEMENT THEORY
- De Shane K. en 05-14-24
De: Jeff Toister
-
Ten Powerful Phrases for Positive People
- De: Rich DeVos
- Narrado por: Peter Berkrot
- Duración: 3 h y 37 m
- Versión completa
-
General4.5 out of 5 stars 89
-
Narración:5 out of 5 stars 75
-
Historia4.5 out of 5 stars 74
DeVos offers you the key he has discovered in unlocking the powerful potential of 10 ordinary yet life-changing phrases. Simply by adding these phrases into your daily conversations, you can help motivate achievement, instill confidence, and change attitudes in your work and family lives. Beyond these practical but profound phrases, DeVos delivers an inspiring message of building hope that resonates in the heart of every human being.
-
5 out of 5 stars
-
Excellent audio book
- De Ricardo Silva en 05-13-16
De: Rich DeVos
-
Unreasonable Hospitality
- The Remarkable Power of Giving People More than They Expect
- De: Will Guidara
- Narrado por: Will Guidara
- Duración: 8 h y 37 m
- Versión completa
-
General5 out of 5 stars 3,608
-
Narración:5 out of 5 stars 3,235
-
Historia5 out of 5 stars 3,235
Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world. How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality.
-
5 out of 5 stars
-
A Stratification What it Means to Be of Service
- De Amazon Customer en 10-31-22
De: Will Guidara
-
The Starbucks Experience
- 5 Principles for Turning Ordinary into Extraordinary
- De: Joseph A. Michelli
- Narrado por: Jonathan Yen
- Duración: 6 h y 2 m
- Versión completa
-
General5 out of 5 stars 6
-
Narración:5 out of 5 stars 6
-
Historia5 out of 5 stars 6
With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there—the "partners"—and the special experience they create for each customer. Michelli reveals how you can follow the Starbucks way to reach out to entire communities, listen to individual workers and consumers, and seize growth opportunities in every market. Filled with insider stories, eye-opening anecdotes, and solid strategies, this fascinating book takes you deep inside one of the most talked-about companies in the world today.
-
5 out of 5 stars
-
Outstanding Book! Outstanding Company!
- De Tony en 05-29-24
-
Emotional Intelligence Habits
- De: Travis Bradberry
- Narrado por: Tom Parks
- Duración: 15 h y 11 m
- Versión completa
-
General4.5 out of 5 stars 153
-
Narración:4.5 out of 5 stars 132
-
Historia4.5 out of 5 stars 132
Emotional Intelligence Habits is a groundbreaking book from Dr. Travis Bradberry, author of the bestselling Emotional Intelligence 2.0 that has sold millions of copies worldwide. In Emotional Intelligence Habits, Dr. Bradberry, the world’s foremost expert on EQ, offers an abundance of practical strategies that will teach you how to form good habits, break bad ones, and master the micro behaviors that will take your EQ to new heights.
-
5 out of 5 stars
-
Chapter Names Fixed
- De Kindle Customer en 09-13-23
De: Travis Bradberry
-
The Five Temptations of a CEO
- A Leadership Fable
- De: Patrick Lencioni
- Narrado por: Patrick Lencioni
- Duración: 1 h y 30 m
- Versión resumida
-
General4.5 out of 5 stars 1,526
-
Narración:4.5 out of 5 stars 1,203
-
Historia4.5 out of 5 stars 1,202
Young, ambitious, and overwhelmed, Andrew O'Brien personifies a part of every leader as he wanders in search of the elusive silver bullet that will propel him to success. He happens upon an unlikely guide who distills the seemingly infinite list of leadership perils into the five temptations of a CEO. In an intense and often combative exchange, the two debate fundamental issues faced by all leaders, issues involving personal integrity and effectiveness in the ongoing struggle for success.
-
5 out of 5 stars
-
Simple, clear, and lasting
- De Mark K en 03-23-15
De: Patrick Lencioni
-
The Power of Moments
- Why Certain Experiences Have Extraordinary Impact
- De: Chip Heath, Dan Heath
- Narrado por: Jeremy Bobb
- Duración: 6 h y 24 m
- Versión completa
-
General4.5 out of 5 stars 4,719
-
Narración:4.5 out of 5 stars 4,009
-
Historia4.5 out of 5 stars 3,988
While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember 20 years later? What if a manager knew how to create an experience that would delight customers? What if you had a better sense of how to create memories that matter for your children?
-
4 out of 5 stars
-
Easy to create your own defining moments
- De A. Yoshida en 12-15-17
De: Chip Heath, y otros
-
Peak Performance
- Elevate Your Game, Avoid Burnout, and Thrive with the New Science of Success
- De: Brad Stulberg, Steve Magness
- Narrado por: Will Damron
- Duración: 6 h y 50 m
- Versión completa
-
General5 out of 5 stars 24
-
Narración:5 out of 5 stars 24
-
Historia5 out of 5 stars 24
In revealing the science of great performance and the stories of great performers across a wide range of capabilities, Peak Performance uncovers the secrets of success, and coaches you on how to use them. If you want to take your game to the next level, whatever "your game" may be, Peak Performance will teach you how.
-
5 out of 5 stars
-
Great Book!!
- De Anonymous User en 03-23-25
De: Brad Stulberg, y otros
-
Grit
- The Power of Passion and Perseverance
- De: Angela Duckworth
- Narrado por: Angela Duckworth
- Duración: 9 h y 22 m
- Versión completa
-
General4.5 out of 5 stars 26,528
-
Narración:4.5 out of 5 stars 22,675
-
Historia4.5 out of 5 stars 22,536
In this must-listen book for anyone striving to succeed, pioneering psychologist Angela Duckworth shows parents, educators, students, and businesspeople - both seasoned and new - that the secret to outstanding achievement is not talent but a focused persistence called "grit". Why do some people succeed and others fail? Sharing new insights from her landmark research on grit, MacArthur "genius" Angela Duckworth explains why talent is hardly a guarantor of success.
-
4 out of 5 stars
-
Two different books
- De Tristan en 06-11-16
De: Angela Duckworth
-
The 4-Hour Workweek: Escape 9-5, Live Anywhere, and Join the New Rich (Expanded and Updated)
- De: Timothy Ferriss
- Narrado por: Ray Porter
- Duración: 13 h y 16 m
- Versión completa
-
General4.5 out of 5 stars 21,391
-
Narración:4.5 out of 5 stars 17,458
-
Historia4.5 out of 5 stars 17,345
Forget the old concepts of retirement and a deferred life plan. There is no need to wait and every reason not to, especially in unpredictable economic times. For living more and working less, this book is the blueprint. This expanded edition includes dozens of practical tips and case studies from people who have doubled their income, overcome common sticking points, and reinvented themselves using the original book.
-
2 out of 5 stars
-
Read with discernment
- De onlineshoppinggeek en 07-11-11
De: Timothy Ferriss
-
The 5 Second Rule
- Transform your Life, Work, and Confidence with Everyday Courage
- De: Mel Robbins
- Narrado por: Mel Robbins
- Duración: 7 h y 35 m
- Versión completa
-
General4.5 out of 5 stars 52,129
-
Narración:4.5 out of 5 stars 45,429
-
Historia4.5 out of 5 stars 45,092
How to enrich your life and destroy doubt in five seconds. Throughout your life, you've had parents, coaches, teachers, friends, and mentors who have pushed you to be better than your excuses and bigger than your fears. What if the secret to having the confidence and courage to enrich your life and work is simply knowing how to push yourself?
-
3 out of 5 stars
-
I turned it off after an hour.
- De Zac en 04-08-17
De: Mel Robbins
Lo que los oyentes dicen sobre The New Gold Standard
Con calificación alta para:
Reseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
-
Total5 out of 5 stars
-
Ejecución5 out of 5 stars
-
Historia5 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!
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total4 out of 5 stars
-
Ejecución5 out of 5 stars
-
Historia4 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.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total5 out of 5 stars
-
Ejecución5 out of 5 stars
-
Historia5 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.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total4 out of 5 stars
-
Ejecución3 out of 5 stars
-
Historia3 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.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
esto le resultó útil a 1 persona
-
Total5 out of 5 stars
-
Ejecución5 out of 5 stars
-
Historia5 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.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total5 out of 5 stars
-
Ejecución5 out of 5 stars
-
Historia5 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.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total5 out of 5 stars
-
Ejecución5 out of 5 stars
-
Historia5 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
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total5 out of 5 stars
-
Ejecución5 out of 5 stars
-
Historia5 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!
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total5 out of 5 stars
-
Ejecución5 out of 5 stars
-
Historia5 out of 5 stars
- Anonymous User
- 07-02-24
Extraordinary Book!
I love that I can work while listening to content that resonates deeply with me. Every single chapter of "The New Gold Standard" has truly captivated me. The more I listen, the more I felt connected with the stories mentioned. This book has reinforced my commitment to ethical and heartfelt service in the hospitality industry. Highly recommended for anyone looking to elevate their approach to leadership and service. Love it!
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
-
Total4 out of 5 stars
-
Ejecución4 out of 5 stars
-
Historia4 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.
Se ha producido un error. Vuelve a intentarlo dentro de unos minutos.
Has calificado esta reseña.
Reportaste esta reseña
esto le resultó útil a 2 personas