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

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.

Awesome book. I have never stayed in a Ritz Carlton, but after reading this book, I looking forward to experiencing what inspired this book.

The book is an excellent dive into the history and missions of the Ritz Carlton as well as the in house culture of the company.

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!

Enjoyed reading the history fo the Ritz brands and the way hospitality workers think and produce results that delight us. I feel after a while it got repetitive and the book could have been 20% shorter and gotten its point across. If you are in the industry or just want to understand why and how travel is changing, i highly recommend it

Book is tough to get through. Lots of repetition. I felt he could have told the same story with more effect in a third of the pages. Overall concept is good, but it goes on and on.

Had to read this for my Marketing class. It's fine, but nothing groundbreaking. It does hammer home how creepy Ritz Carlton is though - they all but stalk their guests to ensure that they have a good experience on site.

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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.

It’s a great book that will inspire you to give your best at customer service. The book and hotel aren’t shy in sharing their information and know how and delivering great customer experience.

Good read which reminded me of many of the leadership characteristics which I have seen to be the signs of a great leader. Showed me some new ways of explaining some concepts which made more sense that other ways I have seen and read them.

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.

This book was a class assignment reading from my first MBA class. The principles and values discussed in this book, with plenty of examples, are very similar to the ones I have found in the agile community. The respect for each other, empowering of the people, collaboration and continuous feedback are at the heart of most successful businesses, in addition to training, innovation, self commitment. I enjoyed the inclusion of the corporate responsibility to the environment and humanity found at this company. Good reading.

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 easy to read and interesting. Most businesses involved in customer service could take some inspiration from this book. While smaller organisations could not expend the sort of budgets the Ritz Carlton has available they can still adapt and follow the same principles of delivering and inspiring excellence within their organisations.

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!

i've read about the Ritz-Carlton before and thought i knew alot about them. well, this book gives so much insight. its just one read that will makes you understand how the processes work and more importantly the little scenarios where staff (Ladies and Gentlemen) have gone the extra mile to delight the very guests (Ladies and Gentlemen)

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.

This book is a must read for anyone involved in the delivery of service, in particular, hospitality entities. This premise is not rocket science, yet, so few organizations do this well. This book chronicles how Ritz Carlton built its brand, not so much on facilities per se, but, the exceptional and consistent delivery of service. It starts by explaining that you first have to invest in your people. Everything begins there. A must read for the hospitality industry.

Weather you have great principles and practices already implemented or you're looking for ways to improve your business this is a great book to learn from. It doesn't matter if you're in the hospitality business or not. Ask yourself, why are we doing things this way and is there any other way to do it? This book inspires you to look at things differently. Yes, you have policies buy they should be guidelines and up for review anytime someone runs into one. If you're not improving then you business and you will be left behind.

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