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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
From the author of the Wall Street Journal, USA Today, and BusinessWeek Bestseller, The Starbucks Experience
Leadership lessons from the company that turned customer service into an art form
The Ritz-Carlton Hotel Company. The name says it all. When it comes to quality, style, and unsurpassed service, this international company has set the gold standard for delivering the highest level of customer experience-which companies in all industries strive to meet. Now, for the first time, this world-class luxury hotel group has given bestselling author Joseph Michelli unprecedented access to their executives, staff, and award-winning Leadership Center training facilities. You'll discover the five key principles behind The Ritz-Carlton Hotel Company's unparalleled success and customer service innovations for which they are famous. For executives and managers at all levels, this book is pure gold.