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

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Author: Joseph A. Michelli
Publisher: McGraw Hill Professional
Total Pages: 332
Release: 2008-07-01
Genre: Business & Economics
ISBN: 0071641637

Discover the secrets of world-class leadership! 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.

Standard Deviation

Standard Deviation
Author: Katherine Heiny
Publisher: Vintage
Total Pages: 299
Release: 2017-05-23
Genre: Fiction
ISBN: 0385353820

TheSkimm’s Best of Skimm Reads NPR’s Guide to Great Reads The Washington Post’s 50 Notable Works of Fiction of the Year Minnesota Public Radio’s The Best Books to Give and Get: Fiction Picks of the Year An uproarious novel ("Both heart-piercing and, crucially, very funny." —Louise Erdrich, The New York Times) from the celebrated author of Single, Carefree, Mellow about the challenges of a good marriage, the delight and heartache of raising children, and the irresistible temptation to wonder about the path not taken. When Graham Cavanaugh divorced his first wife it was to marry his girlfriend, Audra, a woman as irrepressible as she is spontaneous and fun. But, Graham learns, life with Audra can also be exhausting, constantly interrupted by chatty phone calls, picky-eater houseguests, and invitations to weddings of people he’s never met. Audra firmly believes that through the sheer force of her personality she can overcome the most socially challenging interactions, shepherding her son through awkward playdates and origami club, and even deciding to establish a friendship with Graham’s first wife, Elspeth. Graham isn't sure he understands why Audra longs to be friends with the woman he divorced. After all, former spouses are hard to categorize—are they enemies, old flames, or just people you know really, really well? And as Graham and Audra share dinners, holidays, and late glasses of wine with his first wife he starts to wonder: How can anyone love two such different women? Did I make the right choice? Is there a right choice? A hilarious and rueful debut novel of love, marriage, infidelity, and origami, Standard Deviation never deviates from the superb.

Grown Ups

Grown Ups
Author: Marian Keyes
Publisher: Doubleday Canada
Total Pages: 656
Release: 2020-06-30
Genre: Fiction
ISBN: 038569590X

INSTANT #1 BESTSELLER! A brand-new book from the #1 bestselling author of The Break and The Woman Who Stole My Life. They're a glamorous family, the Caseys. Johnny Casey, his two brothers Ed and Liam, their beautiful, talented wives and all their kids spend a lot of time together--birthday parties, anniversary celebrations, weekends away. And they're a happy family. Johnny's wife, Jessie--who has the most money--insists on it. Under the surface, though, conditions are murkier. While some people clash, other people like each other far too much . . . Still, everything manages to stay under control--that is, until Ed's wife, Cara, gets a concussion and can't keep her thoughts or opinions to herself. One careless remark at Johnny's birthday party, with the entire family present, and Cara starts spilling all their secrets. As everything unravels, each of the adults finds themselves wondering if it's--finally--the time to grow up.

The New Brand You

The New Brand You
Author: Julie Broad
Publisher:
Total Pages: 270
Release: 2016-05
Genre: Branding (Marketing)
ISBN: 9780991906024

You want people to recognize you, like you, and trust you, so they buy from you. You may have already branded yourself with this in mind but perhaps you're not getting the desired results. Many people think that branding is about cool logos, fancy websites and social media popularity. But this line of thought causes potential successes to fail. So what does work? In The New Brand You, Julie Broad, MBA, bestselling author, popular speaker, and award winning entrepreneur, shares the secrets of creating a trusted brand. You'll learn what is critical in reinventing your personal brand, and why you may never have to tweet, pin or post to do it. Did you know that ...' Your brand is first of all about the feelings, thoughts and experiences of your customers and clients. There are at least 42 common communication mistakes that dilute your message, and only two things you have to do to have a brand with big impact. Online, you are who Google says you are ... The New Brand You is your detailed guidebook to successfully recreating your brand and attracting your ideal clients."