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The New gold standard: 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company

Author: Michelli, Joseph A. Publisher: McGraw-Hill, 2008.Language: EnglishDescription: 284 p. ; 22 cm.ISBN: 9780071548335Type of document: BookBibliography/Index: Includes bibliographical references and index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Europe Campus
Main Collection
Print HC100 .R58 M53 2008
(Browse shelf)
Available 32419001241099
Total holds: 0

Includes bibliographical references and index


The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company Contents Foreword SIMON F. COOPER, President, ix The Ritz-Carlton Hotel Company, L.L.C. Acknowledgments The Ritz-Carlton Experience P R IN C IP L E xiii 1 Define and Refine 2 Set the Foundation: Communicating Core Identity and Culture 19 44 3 Be Relevant P R IN C IP L E 2 Empower through Trust 4 Select--Don't Hire 5 It's a Matter of Trust 73 94 P R IN C IP L E 3 It's Not about You 6 Build a Business Focused on Others 7 Support Frontline Empathy P R IN C IP L E 119 146 4 Deliver Wow! 8 Wow: The Ultimate Guest Experience 9 Turn Wow into Action P R IN C IP L E 165 187 5 Leave a Lasting Footprint 10 Aspire, Achieve, Teach 11 Sustainability and Stewardship Conclusion: A Lasting Impression Notes Sources 207 228 256 265 273 277 Index

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