The New Gold Standard
Categories: Business & Money
Joseph A. Michelli's The New Gold Standard examines how the Ritz-Carlton Hotel Company builds and sustains its reputation for customer service, drawing on extensive access to the company's leaders and employees. Published in 2008, the book sets out five leadership principles, including defining and refining standards and empowering staff, and illustrates them with stories from Ritz-Carlton properties around the world, along with lessons for other businesses that want to raise service levels.
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- Patrick Bet-David: “Listed #6 in his Top 24 Books for 2024.”