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Download The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Audiobook

Extended Audio Sample The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Audiobook, by Joseph A. Michelli Click for printable size audiobook cover
0 out of 50 out of 50 out of 50 out of 50 out of 5 0.00 (0 ratings) (rate this audio book) Author: Joseph A. Michelli Narrator: Joseph A. Michelli, Tom Parks Publisher: Brilliance Audio Format: Unabridged Audiobook Delivery: Instant Download Audio Length: Release Date: January 2015 ISBN: 9781480595835
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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.

Download and start listening now!

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Quotes & Awards

  • “The Ritz Carlton is the best hotel chain in the world because of the unique experience it offers. This book shows you how to install the same customer-focused attitude toward service that makes a world leader.”

    Brian Tracy, author of The Way to Wealth

  • “Required reading for anyone who wants to learn how to create passionate employees and customers!”

    Ken Blanchard, coauthor of The One Minute Manager 

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About the Author

Joseph A. Michelli, PhD, is a speaker, author, and organizational consultant who transmits his knowledge of exceptional business practices in ways that develop joyful and productive workplaces. He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan, and New York Times bestselling author. He received his master’s degree and doctorate from the University of Southern California and is a professional member of the National Speakers Association and the Authors Guild. Having journeyed with a close family member through a six year battle with breast cancer, Dr. Michelli is also committed to social causes associated with curing cancer.

About the Narrator

Tom Parks is an AudioFile Earphones Award-winning narrator who has twice been a finalist for the prestigious Audie Award for best narration, in 2010 and 2013. He has been involved in recording audiobooks and voice-overs for over thirty years and through an eclectic range of projects. In addition to performing and directing, he is also an active musician, drumming in musical theater productions in the Midwest, and is in demand as a conference speaker.