"The Ritz-Carlton Hotel Company wrote the book on legendary customer service. And in The New Gold Standard, Joseph Michelli writes the book on The Ritz-Carlton. Required reading for anyone who wants to learn how to create passionate employees and raving fan customers!"
-Ken Blanchard, co-author of The One Minute Manager® and The One Minute Entrepreneur©
"The Ritz-Carlton Hotel Company has a global reputation for service excellence because their leadership team insists on it -- every day, in every business decision and every communication inside and outside the company. We've learned a lot at Bank of America from the Ritz-Carlton team in our own work to build a customer-centered culture. All those lessons are captured here in this book. The New Gold Standard offers a view inside one of the most successful customer service cultures in the world, and is a valuable addition to business literature on the subject."
-Kenneth D. Lewis, Chairman and Chief Executive Officer, Bank of America
"No doubt this behind the scenes look at the Ritz will inspire you to work toward your own Gold Standard. Michelli's 5 principles will help you break through the sea of sameness plaguing most industries and equip you with what it takes to blow the doors off business-as-usual, a must for thriving in this economy!"
-Dr. Jackie Freiberg, author of BOOM! 7 Choices for Blowing the Doors Off Business-as-Usual, NUTS! and GUTS!
"The Ritz Carlton is the best hotel chain in the world because of the unique experience they offer. This book shows you how to install the same customer-focused attitude toward service that makes a world leader."
-Brian Tracy, Author, The Way to Wealth
"Simon and his leadership team understand the role human nature plays in driving business outcomes better than any organization in the world."
-Jim Clifton, Chairman & CEO, The Gallup Organization, Washington, DC
"The Ritz-Carlton is truly the New Gold Standard and Dr. Joseph Michelli has done a great job of capturing the five key leadership principles which Simon Cooper and the Ritz-Carlton team have been applying relentlessly, energetically and with localized creativity. Anyone interested in excellence in the 21st century would profit from reading The New Gold Standard.&qout;
-Newt Gingrich, Founder, Center for Health Transformation, Former Speaker of the House