-
The New Gold Standard
- 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 12 m
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Resumen del Editor
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.
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The Lords of Strategy
- The Secret Intellectual History of the New Corporate World
- De: Walter Kiechel III
- Narrado por: Robertson Dean
- Duración: 11 h y 46 m
- Versión completa
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Imagine running a business without a strategy. It would be akin to driving blindfolded, to building a house without a blueprint. The concept of strategy changed all that, paving the way for the creation of the modern corporate world. The Lords of Strategy provides listeners with a deeper understanding of the world they compete in, and a sharper eye for what works — and what doesn’t — when forging strategy.
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Super Book of Narrow Interest
- De Roy en 08-23-10
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Excellence Wins
- A No-Nonsense Guide to Becoming the Best in a World of Compromise
- De: Horst Schulze, Dean Merrill - contributor
- Narrado por: Michael Wagner
- Duración: 5 h
- Versión completa
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CEOs. Leaders without titles. Startups. Corporations. For-profits. Nonprofits. It doesn't matter who you are or what you do - you want to become the best. You want to win, every time. Horst Schulze knows how to win. In Excellence Wins, Schulze, in his absolute no-nonsense approach, shares the visionary and disruptive principles that have produced immense global successes over the course of his still-prolific 50-year career.
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Challenging and Inspiring
- De Kim en 09-25-19
De: Horst Schulze, y otros
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Four Seasons
- The Story of a Business Philosophy
- De: Isadore Sharp
- Narrado por: Jeff Semple
- Duración: 8 h y 13 m
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How did a child of immigrants, starting with no background in the hotel business, create the world's most admired and successful hotel brand? And how has Four Seasons grown so dramatically, over nearly half a century, without losing its focus on exceptional quality and unparalleled service? Isadore Sharp answers these questions in his inspiring memoir. He started out in Toronto, the son of a modest builder from Poland, but ambition and fate rapidly took him beyond his father's three-man construction business.
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A few interesting tidbits about business.
- De Teller en 03-16-24
De: Isadore Sharp
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Be Our Guest
- Perfecting the Art of Customer Service
- De: The Disney Institute, Theodore Kinni
- Narrado por: Barry Abrams
- Duración: 5 h y 26 m
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Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.
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Too long and repetitive
- De M. Decker en 03-11-16
De: The Disney Institute, y otros
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Setting the Table
- The Transforming Power of Hospitality in Business
- De: Danny Meyer
- Narrado por: Danny Meyer
- Duración: 5 h y 33 m
- Versión resumida
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Danny Meyer started Union Square Cafe when he was 27, with a good idea and scant experience. He is now the CEO of one of the world's most dynamic restaurant organizations, one that includes 11 unique dining establishments, each at the top of its game. How did he do it? How has he consistently beaten the odds in one of the toughest trades around?
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ABRIDGED VERSION!?
- De Gregg Strader en 02-19-18
De: Danny Meyer
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Your Full Guide to Owning & Operating a Hospitality Property - Successfully
- Independent Hotel, Resort, Inn or Bed & Breakfast
- De: Gerry MacPherson
- Narrado por: Gerry MacPherson
- Duración: 6 h y 6 m
- Versión completa
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Have you ever thought about owning your own independent hotel, resort, inn, or bed and breakfast, but are not sure or the steps to take to ensure success? If you have answered yes, this audiobook is for you. If you have dreams of becoming a successful independent hotel, resort, inn, or bed and breakfast proprietor, this audiobook is designed to get you started and to grow your business. Your Full Guide to Owning & Operating a Hospitality Property - Successfully will share you more than just quick-fix tactics but instead how to develop successful long-term operation methods.
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Very informative
- De Janice en 05-31-20
De: Gerry MacPherson
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The Lords of Strategy
- The Secret Intellectual History of the New Corporate World
- De: Walter Kiechel III
- Narrado por: Robertson Dean
- Duración: 11 h y 46 m
- Versión completa
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Narración:
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Historia
Imagine running a business without a strategy. It would be akin to driving blindfolded, to building a house without a blueprint. The concept of strategy changed all that, paving the way for the creation of the modern corporate world. The Lords of Strategy provides listeners with a deeper understanding of the world they compete in, and a sharper eye for what works — and what doesn’t — when forging strategy.
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Super Book of Narrow Interest
- De Roy en 08-23-10
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The Gold Standard
- Giving Your Customers What They Didn't Know They Wanted
- De: Colin Cowie
- Narrado por: Colin Cowie
- Duración: 5 h y 47 m
- Versión completa
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Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.
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Legendary advice
- De Bryce McNabb en 10-20-22
De: Colin Cowie
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Hospitality 2.0
- Digital Revolution in the Hotel Industry
- De: Ira Vouk
- Narrado por: Cindy Slater
- Duración: 11 h y 27 m
- Versión completa
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This audiobook is about the past, present, and future of hospitality. It presents a comprehensive study on the state of the industry by describing the challenges it has been dealing with, major disruptions in the recent years, effects of tech evolution, cloud computing, alternative accommodations and COVID-19, with a glimpse into what the future holds in the next 5-10 years and how we can get there faster and more efficiently.
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Full of insights!
- De Sk ✨ en 12-09-23
De: Ira Vouk
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The Nordstrom Way to Customer Experience Excellence, 3rd Edition
- Creating a Values-Driven Service Culture
- De: Robert Spector, breAnne O. Reeves
- Narrado por: Eric Pollins
- Duración: 6 h y 14 m
- Versión completa
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In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.
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Inspiring
- De Carrie Brinton en 01-02-19
De: Robert Spector, y otros
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The Zappos Experience
- 5 Principles to Inspire, Engage, and Wow
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 32 m
- Versión completa
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The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.
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Brand propaganda
- De MR A G ADELAAR en 05-22-15
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
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In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
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Chief Customer Officer 2.0
- How to Build Your Customer-Driven Growth Engine
- De: Jeanne Bliss
- Narrado por: Christine Marshall
- Duración: 7 h y 12 m
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Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive, this book follows the five-competency model she uses to coach the C-Suite and chief customer officers.
De: Jeanne Bliss
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Revenue Management Made Easy, for Midscale and Limited-Service Hotels
- The 6 Strategic Steps for Becoming the Most Valuable Person at Your Property
- De: Ira Vouk
- Narrado por: Cindy Slater
- Duración: 2 h y 15 m
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Everything you need to know about revenue management practice in simple language, with clear and easy-to-understand examples. From the originator of the ARPAR performance index (#ARPAR), this book brings a fresh view on revenue management and describes the tools that are relevant and effective today. After you start applying these strategies—you’ll start noticing the difference in less than a month, guaranteed.
De: Ira Vouk
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Driven to Delight
- Delivering World-Class Customer Experience the Mercedes-Benz Way
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli
- Duración: 7 h y 31 m
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Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries.
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all leaders must read this book
- De Denis N en 05-14-19
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Unreasonable Hospitality
- The Remarkable Power of Giving People More than They Expect
- De: Will Guidara
- Narrado por: Will Guidara
- Duración: 8 h y 37 m
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Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world. How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality.
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A Stratification What it Means to Be of Service
- De Amazon Customer en 10-31-22
De: Will Guidara
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The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- De: Jeff Toister
- Narrado por: Roger Wayne
- Duración: 5 h y 41 m
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The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
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A GOOD QUICK OVERVIEW OF SERVICE MANAGEMENT THEORY
- De Shane K. en 05-14-24
De: Jeff Toister
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Leading the Starbucks Way
- 5 Principles for Connecting with Your Customers, Your Products, and Your People
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 25 m
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One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon - a result of the company’s exemplary leadership practices. Joseph Michelli explains that the international success of Starbucks begins with a promise: To inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time.
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This is a promotion for Starbucks
- De sue en 09-02-14
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The Starbucks Experience
- 5 Principles for Turning Ordinary into Extraordinary
- De: Joseph A. Michelli
- Narrado por: Jonathan Yen
- Duración: 6 h y 2 m
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With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there—the "partners"—and the special experience they create for each customer. Michelli reveals how you can follow the Starbucks way to reach out to entire communities, listen to individual workers and consumers, and seize growth opportunities in every market. Filled with insider stories, eye-opening anecdotes, and solid strategies, this fascinating book takes you deep inside one of the most talked-about companies in the world today.
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Outstanding Book! Outstanding Company!
- De Tony en 05-29-24
Lo que los oyentes dicen sobre The New Gold Standard
Calificaciones medias de los clientesReseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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- Adam Morgan
- 02-19-22
Must read!!!
Ritz Carlton truly is the gold standard. This book along with Excellence Wins should be required reading for anyone going into hospitality!
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- love it
- 09-12-16
great stories of the Ritz
This book included many great and inspiring stories of the employees of the Ritz. Would have rated the book higher, but it had many slow points throughout it.
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- Dorin T.
- 05-15-19
Great read
This book gives great insight into the way the Ritz does business and provides great pointers on how to be a leader within your business.
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- Kevin C.
- 07-03-22
Outstanding
Perfect for self-motivation and a recharge. The workplace requires a workable plan for improvement.
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- Brandon Moss
- 11-13-17
I want to stay at a Ritz-Carlton
An inpiring book if you want to take customer service to the next level. One thing to note: you will most likely be disapointed with your next hotel stay after you read this book, you will think to yourself of all the ways your stay could have been better, if only you had stayed at a Ritz-Carlton.
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- Dragan Simac
- 01-02-23
Amazing Book
I recommend it to every person in the hospitality business. It helped me to develop customer service.
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- Carlos Williams
- 01-03-18
If you are after excellence, look here for clues
There was a lot in this book. I found it to be packed with content and I personally struggled to stay with it. This is a true work on mastering the mundane aspects of what makes a business great. The nuggets found was worth the effort to keep with the book
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- Mayary Castillo
- 02-18-24
Just Amazing
all the examples of how to go above and beyong and most of the times with simple non expensive gestures! Such a great book!
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- Anonymous User
- 07-02-24
Extraordinary Book!
I love that I can work while listening to content that resonates deeply with me. Every single chapter of "The New Gold Standard" has truly captivated me. The more I listen, the more I felt connected with the stories mentioned. This book has reinforced my commitment to ethical and heartfelt service in the hospitality industry. Highly recommended for anyone looking to elevate their approach to leadership and service. Love it!
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- Richard V.
- 03-05-15
Amazing Service
Ritz-Carlton really has set the new gold standard. I'm very impressed with the book and not to mention the amazing level of detail focusing on serving customers. I wish all companies adopted this great customer service culture.
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esto le resultó útil a 2 personas