Recently I had the privilege of being a guest on The Advertising Show. You can listen to the show online, or find out more about The Advertising Show by taking a look at the details below…

“This week’s featured guest on The Advertising Show is Dr. Joseph Michelli, Author of The New Gold Standard. The Advertising Show is America’s only globally distributed weekly program focusing on advertising, media, branding and marketing. 

The Advertising Show is sponsored by Advertising Age Magazine. You can listen to a live webcast of Joseph’s interview on Sunday, December 7th starting at 5 p.m. E.T (2 p.m. Pacific Time).

This week’s appearance by Joseph will be archived and available 24/7 at http://www.theadvertisingshow.com or you may access the show directly at http://www.theadvertisingshow.com/en/art/?1209 beginning Monday, December 8th.”

Michael Avari has recently posted a review of The New Gold Standard. Here’s an excerpt from his review, which you can read in its entirety by clicking the link below.

“In the business literature, there are many books exhorting us to concentrate on quality and customer satisfaction.  Michelli instead exposes in a detail the methods and techniques of one of the most highly regarded luxury brands whose very business model is centered on quality service.  This is much more informative and satisfying.”

To read Michael’s entire review of The New Gold Standard, please click here.

Rex Whisman has posted a generous review of The New Gold Standard. Check out this excerpt, and read below for a link to the entire review.

“I just finished reading my newest favorite book by one of my favorite authors, The New Gold Standard by Dr. Joseph A. Michelli. His book provides us with a valuable case study of the Ritz-Carlton brand. As was the situation in writing his most recent previous work, The Starbucks Experience, Michelli was given an open behind-the-scenes view of the luxury brand, Ritz-Carlton.

I finished the book at rapid-fire pace. I was intrigued to learn more about what Ritz-Carlton accomplishes in helping their employees understand and embrace the brand, and I was excited about how I can apply some of their thinking into my work, and the work of my clients.”

For the rest of Rex Whisman’s review, click here.

John Spence has posted a particularly thoughtful review of The New Gold Standard. Here’s an excerpt from his review:

“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. I strongly recommend this book - you will not be dissappointed in any way.”

To read the rest of this review, click here. You can also read more of John’s thoughts on The New Gold Standard on his blog.

Over the past several months that The New Gold Standard has been out, I’ve been collecting links to many  blogs that offer reviews of the book. I encourage you to check out the blogs listed below to see what they’re saying about The New Gold Standard.

• Daniel Durazo’s Blog
• Doug Fleener’s Blog
• Idris Mootee’s Blog
• Kevin Holtsberry’s Blog
• Ad Pulp’s Blog

Today I had the good fortune to participate in a live discussion on Bizbox.com about customer service.  While I’ll offer a brief excerpt of that discussion and a question for you on the blog today, I encourage you to visit the Bizbox site for the complete conversation.  So here is the excerpt…

Washington, D.C.: Is it easier to provide high levels of customer service when that is what your customer is paying for? i.e. luxury, high-end brands like Nordstrom, the Ritz Carlton etc.

Joseph Michelli: I think it is far more the expectation to receive great service as the price point escalates. Who expects great service at a quick “service” restaurant? But that is where the competitive advantage can take place. If great service doesn’t cost more to deliver (assuming you learn how to select for service professionalism and effectively train it) then you can offer luxury service in a mid-range business. That’s why I wrote the book The New Gold Standard - to offer insghts on how to bring luxury and legendary service to life in any business.  

And now your question….. What do you do to deliver “luxury service?”

Dan Wooldridge was kind enough to offer the first online review of The New Gold Standard and in the process Dan raises important issues regarding corporate social responsibility. Dan notes…

At InsideWork® we passionately believe that business can and should make a difference in the lives of people, a purpose that is beyond the bottom line. We live in a time when people are increasingly skeptical about the ability of organizations whether they are church, school, government, or family to make a difference. And we’ve found that people are increasingly expecting, no … demanding … that their company be a place of purpose and community.

People also want these companies to be authentic in these matters. There is a strong ability to detect BS. Folks know when the “we care for people and we are all about doing good” is a crafted PR and marketing strategy. And every company will face moments that reveal its true character. So it’s refreshing and inspiring to run across the following story about the Ritz-Carlton, a company that I’ve long admired.

For the rest of Dan’s article please visit http://insidework.net/resources/articles/can-business-have-a-heart

As I was writing The New Gold Standard, I looked forward to having an opportunity to discuss the application of leadership principles at The Ritz-Carlton Hotel Company. My vision for this blog is for us to share ideas about issues such as:

1) Customer Experience Creation
2) Employee Empowerment
3) Defining Corporate Culture
4) Refining Product and Service Relevance, and
5) Driving Service Professionalism and Product Excellence

While I’ll post my observations and the ideas of thought leaders in these areas, this blog needs your comments. I hope that collectively we can explore ideas and strategies that will assist each of us elevate our businesses to be The New Gold Standard in our respective industries. Are you game?