• The New Gold Standard

  • 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
  • By: Joseph A. Michelli
  • Narrated by: Joseph A. Michelli, Tom Parks
  • Length: 8 hrs and 12 mins
  • 4.6 out of 5 stars (505 ratings)

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The New Gold Standard  By  cover art

The New Gold Standard

By: Joseph A. Michelli
Narrated by: Joseph A. Michelli, Tom Parks
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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.

What listeners say about The New Gold Standard

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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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2 people found this helpful

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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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Loved the insight

Great detailed insight into one ofnthe darling and most admired companiesnin the world. fantastic information neatly layed out and well written.

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1 person found this helpful

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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.

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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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Fantastic

Great perspective on customer experience, culture and company standards! Must read for CEOs looking to improve hr

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The standard of excellence in every area professionally and personally.

There was so much that I enjoyed about this book and the standards that Ritz-Carlton has set. It was a very timely book. I believe every person who runs a business or organization should read this book and implement the principles within it. Ritz-Carlton has established a standard of customer service experience beyond the reach of the daily person but also to the staff as well. Ritz-Carlton is a company of excellence, humility and truly a heart to serve. They have set the bar and I look forward the implementing this book into my organization. I'm also eager to experience the Ritz-Carlton first hand.

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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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Beyond Luxury: Unveiling the Heart of Service in 'The New Gold Standard'

The New Gold Standard” offers an intriguing look into the operational excellence and service culture that define the Ritz-Carlton brand. The book stands out most vividly through its use of anecdotes and real-life love stories that bring the hotel’s ethos to life. These stories not only entertain but also serve as potent illustrations of how a culture of excellence permeates every aspect of the Ritz-Carlton experience.

While the book aims to provide readers with a blueprint for emulating the Ritz-Carlton’s culture of excellence, it occasionally falls into a more lecture-like tone, which can feel somewhat dry. Despite this, the narrative is punctuated with insightful nuggets of wisdom that can be valuable for anyone looking to elevate their service or business practices.

In essence, “The New Gold Standard” is a mixed bag. The anecdotes are the heart and soul of the book, offering a captivating glimpse into what makes the Ritz-Carlton a paragon of customer service. While some parts may require a bit of perseverance due to their denser, more instructive nature, the book as a whole is a commendable read. For those interested in the art of service excellence, it’s definitely worth delving into.

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Beyond the extra mile...

I liked the story and the details about the wow experiences. For example, when they needed to rent helicopters to bring everyone to the wedding on time. Also, the time when they involve the hotels guests in the process of the Sea Turtles. They definitely touch and resonate with my service spirit.

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