The New Gold Standard:5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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60
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280.4
八五品
仅1件
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
装帧精装
货号v801
上书时间2024-08-15
商品详情
- 品相描述:八五品
图书标准信息
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作者
Joseph A. Michelli(约瑟·A·米其里) 著
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出版社
McGraw-Hill
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出版时间
2008-06
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版次
1
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ISBN
9780071548335
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定价
280.40元
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装帧
精装
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开本
其他
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纸张
胶版纸
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页数
224页
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正文语种
英语
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丛书
金牌企业系列
- 【内容简介】
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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】
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JosephA.Michelli,Ph.D.,isaninternationallysought-afterspeakerandbusinessconsultantwhoseclientsincludeBridgestoneFirestone,Nokia,TheHartfordInsuranceGroup,andUCLAHealthSystem.TheauthorofthebestsellingTheStarbucksExperience,hehasappearedonTheGlennBeckShowandCNBC'sOntheMoney.
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