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

Joseph Michelli has done a masterful job. The New Gold Standard is a fascinating look into the culture, practices and policies that have lifted The Ritz-Carlton to the highest levels of excellence. As someone who consults and speaks on and facilitates the application of Lean and process improvement methodologies in the practice and business of law, I found the focus on creating a culture of continuous improvement very relevant and enlightening. This is a great read for anyone interested in change management, leadership, and how to drive innovation and efficiency in a bid to enhance the overall quality of the services they deliver.

The media could not be loaded. First, I invite you to watch the brief video portion of this review, where I quote key passages that illustrate major points.Now, in addition to the “nuggets” I cited in the video, consider these:The Ritz-Carlton company excels because of its renowned mission, yes—yet also because management pays attention to tiny details. When a new writing pen failed to function properly, even after distribution to many of the company’s properties, leaders admitted the mistake and funded another try by designers and manufacturers.As Michelli notes about the company’s culture, the renowned Mystique requires methods, so “systems have to be in place to ensure seamless communication and continuity of care for customers. . .inter-departmental training, mock drills for preparedness, situational cross-training, quality improvement teams” and more.An amusing incident reflects the inconvenience employees (known as Ladies and Gentlemen) will endure to meet a guest’s needs. When a guest noticed he had failed to pack his formal shoes, an employee, who wore the same size, left the hotel and returned with a pair of his own (worn only once for a wedding) to solve the guest’s problem.Michelli achieves a rare combination with this book—providing thorough documentation, yet keeping the reader captivated with lively incidents, quotations, and observations.As my video review recommends, get this book, share it with your team, discuss it thoroughly, apply it to your company, and put its customer experience guidelines into action.

This book was extremely helpful. Not only did it go into great detail about The New Gold Standard, they asked the reader questions about how their Gold Standard can be applied to their business.I personally choose this book because I wanted to know how to improve my already high level of customer service. This read did just that! It gave so many examples of situations I never thought of. Some of which doesn't apply to me, but all examples are relatable.A very helpful read.

Very well written book that explains the Ritz Carlton experience and their goal to always excel in their space. The contents could have been condensed and still offered the same message. Definitely worth reading.

As a business advisor and CEO coach to companies around the world, I read upwards of 120 books a year in order to find the very best ideas I can to help my clients succeed. I have several clients who are struggling to take the level of customer service their firms deliver to a much higher level -- so I sent every one of them a copy of this book! If you really want to understand what it takes to deliver consistently superior customer service "The New Gold Standard" is superb. When you combine it with Dr. Michelli's other fantastic book "The Starbuck's Experience" you have a solid platform to build on. Great ideas and tools, motivating stories and rigorous research - both of his books are at the very top of my list for customer service! I strongly recommend this book - you will not be dissappointed in any way. John Spence

This book exemplifies the practices of Ritz Carlton in a way that it makes it seem like a dream hotel chain. Although they provide excellent customer service but in my stays at Ritz Carlton, my experiences have been average at best.Read this book not from the point of view of getting in awe of Ritz Carlton but rather how Customer Service is or should be at the heart of the a company and how through empowering employees you can achieve giant milestone.If you are a Hotel owner, you will get some excellent ideas from this and if your someone in the service industry you'll be able to understand how customer service can be taken a notch above.Good read all in all.

As someone in the hospitality business, I am always trying to find a way to improve service and to understand the service industry better. This book offers some brilliant insight and offers a stellar example of how to create a culture in my business of excellent service while keeping everyone happy. It is a shining example of how to instill pride into team members and how to set the bar for amazing customer satisfaction. I definitely learned much from this book!

Even though not every guest will present an opportunity for magical service, this book will help you provide your staff with some genuine 5-star service capability. Ritz-Carlton is synonymous with 5-star quality, and the principles on which they're based are presented for all business owners to know.This book is a valuable public service, especially if you're tired of running daily deals that kill your profit margins. Find a way to compete on service and uniqueness. People will regularly shop where they're remembered. Service providers who remember their clients by name and their preferences will grow on to become legendary. Get your hands on this book!

Not a very good business book, but needed it to teach classes. There are better stories.

Estoy deseando empezarlo

I liked it very much.:!!

A really interesting, informative and inspiring book. I can't wait to discuss this with my team and start putting it's principles into action.

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