---
product_id: 3478525
title: "The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company"
price: "A$40"
currency: AUD
in_stock: false
reviews_count: 13
url: https://www.desertcart.com.au/products/3478525-the-new-gold-standard-5-leadership-principles-for-creating-legendary
store_origin: AU
region: Australia
---

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

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- **What is this?** The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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## Description

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company [Michelli, Joseph] on desertcart.com. *FREE* shipping on qualifying offers. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

Review: Explains Compellingly Why the Ritz-Carlton Will Remain Legendary - 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.
Review: Good Read to understand how customer service and employee empowerment is at the heart of it all - 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.

## Technical Specifications

| Specification | Value |
|---------------|-------|
| Customer Reviews | 4.7 4.7 out of 5 stars (539) |
| Dimensions  | 6.3 x 1.1 x 8.6 inches |
| Edition  | 1st |
| ISBN-10  | 0071548335 |
| ISBN-13  | 978-0071548335 |
| Item Weight  | 2.31 pounds |
| Language  | English |
| Print length  | 304 pages |
| Publication date  | July 4, 2008 |
| Publisher  | McGraw-Hill Education |

## Images

![The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company - Image 1](https://m.media-amazon.com/images/I/310W6rMCtzL.jpg)
![The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company - Image 2](https://m.media-amazon.com/images/I/51o54GDpSIL.jpg)
![The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company - Image 3](https://m.media-amazon.com/images/I/51wfRrK9OzL.jpg)
![The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company - Image 4](https://m.media-amazon.com/images/I/616imS9ps1L.jpg)

## Customer Reviews

### ⭐⭐⭐⭐⭐ Explains Compellingly Why the Ritz-Carlton Will Remain Legendary
*by B***. on July 18, 2018*

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.

### ⭐⭐⭐⭐⭐ Good Read to understand how customer service and employee empowerment is at the heart of it all
*by A***R on July 17, 2017*

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.

### ⭐⭐⭐⭐⭐ A Customer Service "Must Read" - Excellent!
*by J***E on July 15, 2008*

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

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*Product available on Desertcart Australia*
*Store origin: AU*
*Last updated: 2026-03-15*