The New Gold Standard [ 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company

The New Gold Standard [ 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company

Bibliographic Details
Main Authors: Michelli, Joseph A. , 1960- (Author), Voerman, Ed (Author)
Format: Book
Language:English
Published: New York : McGraw Hill , 2008
Subjects:
Corporate culture
International business enterprises > Management
Leadership
Organizational culture
Total quality management
Online Access:McGraw Hill
Table of Contents:
  • 1. The Ritz-Carlton experience
  • 2. Set the foundation : communicating core identity and culture
  • 3. Be relevant
  • 4. Select-don't hire
  • 5. It's a matter of trust
  • 6. Build a business focused on others
  • 7. Support frontline empathy
  • 8. Wow : the ultimate guest experience
  • 9. Turn wow into action
  • 10. Aspire, achieve, teach
  • 11. Sustainability and stewardship-Conclusion: a lasting impression.

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