The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / by Joseph A. Michelli
The Ritz-Carlton experience -- Principle 1 : define and refine. Set the foundation : communicating core identity and culture ; Be relevant -- Principle 2 : empower through trust. Select--don't hire ; It's a matter of trust -- Principle 3 : it's not about you. Build a business focused on others ; Support frontline empathy -- Principle 4 : deliver wow! Wow : the ultimate guest experience ; Turn wow into action -- Principle 5 : leave a lasting footprint. Aspire, achieve, teach ; Sustainability and stewardship -- Conclusion : a lasting impression
Summary
Taking you behind the scenes; this book 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. -- Edited summary from book
