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

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ISBN-10: 0071548335

ISBN-13: 9780071548335

Edition: 2008

Authors: Joseph A. Michelli

List price: $28.00
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Book details

List price: $28.00
Copyright year: 2008
Publisher: McGraw-Hill Education
Publication date: 7/4/2008
Binding: Hardcover
Pages: 304
Size: 6.30" wide x 8.60" long x 1.10" tall
Weight: 1.276

Foreword
Acknowledgments
The Ritz-Carlton Experience
Define and Refine
Set the Foundation: Communicating Core Identity and Culture
Be Relevant
Empower through Trust
Select-Don't Hire
It's a Matter of Trust
It's Not about You
Build a Business Focused on Others
Support Frontline Empathy
Deliver Wow!
Wow: The Ultimate Guest Experience
Turn Wow into Action
Leave a Lasting Footprint
Aspire, Achieve, Teach
Sustainability and Stewardship
Conclusion: A Lasting Impression
Notes
Sources
Index