The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience5项领导策

作者： Joseph Michelli 著

出 版 社：

出版时间： 2008-6-1字数：版次： 1页数： 284印刷时间：开本： 32开印次： 1纸张：I S B N ： 9780071548335包装： 精装编辑推荐

作者简介：Joseph A. Miehelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBC's On the Money.

内容简介

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.

目录

Foreword

Acknowledgments

1 The Ritz-Carlton Experience

PRINCIPLE1 Define and Refine

2 Set the Foundation:Communicating Core Identity and Culture

3 Be Relevant

PRINCIPLE2 Empower through Trust

4 Select-Dont Hire

5 Its Matter of Trust

PRINCIPLE3 It s Not about You

6 Bulid a Business Focused on Others

7 Support Frontline Empathy

PRINCIPLE4 Deliver Wow!

8 Wow:the Ultimate Guest Experience

9 Turn Wow into Action

PRINCIPLE5 Leave a Lasting Footprint

10 Aspire Achieve Teach

11 Sustainability and Stewardship Conclusion:A Lasting Impression

Notes

Sources

Index