Table of contents for The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / by Joseph A. Michelli.

Bibliographic record and links to related information available from the Library of Congress catalog.

Note: Contents data are machine generated based on pre-publication provided by the publisher. Contents may have variations from the printed book or be incomplete or contain other coding.

Table of Contents
Foreword ¿ Simon Cooper, President - The Ritz-Carlton Hotel Company
Chapter 1 The Ritz-Carlton Experience
Principle 1 ¿ Define and Refine
Chapter 2 	 	Setting the Foundation¿Communicating Core Identity and Culture
Chapter 3 	Be Relevant
Principle 2 ¿ Empower through Trust
Chapter 4 	Select¿Don¿t Hire
Chapter 5 	It¿s a Matter of Trust
Principle 3 ¿ It¿s Not About You
Chapter 6 	Building a Business Focused on Others
Chapter 7 	Supporting Front-Line Empathy
Principle 4 ¿ Deliver Wow!
Chapter 8 	Wow¿the Ultimate Guest Experience
Chapter 9 	Turning ¿Wow¿ into Action
Principle 5 ¿ Leave a Lasting Footprint
Chapter 10 	Aspire, Achieve, Teach
Chapter 11 	Sustainability and Stewardship
Conclusion	A Lasting Impression
Additional Resources
About the Author

Library of Congress Subject Headings for this publication:

Total quality management.
Corporate culture.
Customer services.
Success in business.
Ritz-Carlton Hotels (Firm) -- Management -- Case studies.