The New Gold Standard

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