New Gold Standard, The

Genre: Business

New Gold Standard, The5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

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 regimenSharing 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.

Unabridged recording:
Run time: 8 hours
Media Options:
  • Retail Trade: CD, Download, MP3-CD
  • Library Editions: CD

Show more information about contributors
Author
Joseph A. Michelli

Biography:
Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on the New York Times, Wall Street Journal, and USA Today bestseller lists.
Narrator
Tom Parks

Biography:
Tom Parks has been involved in recording audiobooks and voice overs for over 30 years and has been involved in an eclectic range of projects. In addition to performing and directing many projects, Tom is also an active musician, drumming in musical theater productions in the Midwest, and is in demand as a conference speaker.
Narrator
Joseph A. Michelli

Biography:
Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on the New York Times, Wall Street Journal, and USA Today bestseller lists.

Back to Top
Audiobook Publishing at Its Best