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

图书标准信息

• 作者 Joseph A. Michelli（约瑟·A·米其里） 著
• 出版社 McGraw-Hill
• 出版时间 2008-06
• 版次 1
• ISBN 9780071548335
• 定价 280.40元
• 装帧 精装
• 开本 其他
• 纸张 胶版纸
• 页数 224页
• 正文语种 英语
• 丛书 金牌企业系列

【内容简介】

Whenitcomestorefinedserviceandexquisitehospitality,onenamestandshighabovetherest:TheRitz-CarltonHotelCompany.Withceaselessattentiontoeveryluxuriousdetail,thecompanyhassetthebarforcreatingmemorablecustomerexperiencesinworld-classsettings.Now,forthefirsttime,theleadershipsecretsbehindthecompany'sextraordinarysuccessarerevealed.

TheNewGoldStandardtakesyouonanexclusivetourbehindthescenesofTheRitz-CarltonHotelCompany.Grantedunprecedentedaccesstothecompany'sexecutives,staff,anditsaward-winningLeadershipCentertrainingfacilities,bestsellingauthorJosephMichelliexploredeverylevelofleadershipwithintheorganization.Heemergedwiththekeyprinciplesleadersatanycompanycanusetoprovideacustomerexperienceunlikeanyother,suchas:

Understandingtheever-evolvingneedsofcustomers

Empoweringemployeesbytreatingthemwiththeutmostrespect

Anticipatingcustomers'unexpressedneedsandconcerns

Developingandconductinganunsurpassedtrainingregimen

Sharingengagingstoriesfromthecompany'semployees--fromthecorporateofficeandhotelsaroundtheglobe--Michellidescribestheinnovativemethodsthecompanyusestocreatepeerlessguestexperiencesandexplainshowitconstantlyhonesandimprovesthem.

TheNewGoldStandardweavespracticalhow-toadvice,provenleadershiptools,andthewisdomofexpertstohelpyoucreateandembedsuperiorcustomer-serviceprinciples,processes,andpracticesinyourownorganization.

【作者简介】

JosephA.Michelli,Ph.D.,isaninternationallysought-afterspeakerandbusinessconsultantwhoseclientsincludeBridgestoneFirestone,Nokia,TheHartfordInsuranceGroup,andUCLAHealthSystem.TheauthorofthebestsellingTheStarbucksExperience,hehasappearedonTheGlennBeckShowandCNBC'sOntheMoney.