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 PDF
Author: Joseph Michelli
Publisher: McGraw Hill Professional
ISBN: 9780071641630
Size: 50.98 MB
Format: PDF, Kindle
Category : Business & Economics
Languages : en
Pages : 224
View: 2502

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Book Description: 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.

Convene

Convene PDF
Author:
Publisher:
ISBN:
Size: 43.93 MB
Format: PDF
Category : Convention facilities
Languages : en
Pages :
View: 7594

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Book Description:

Managing Hospitality Organizations

Managing Hospitality Organizations PDF
Author: Robert C. Ford
Publisher: SAGE Publications
ISBN: 1544356846
Size: 25.85 MB
Format: PDF, ePub, Docs
Category : Business & Economics
Languages : en
Pages : 576
View: 242

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Book Description: Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Students will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership.

Learn Or Die

Learn or Die PDF
Author: Edward D. Hess
Publisher: Columbia University Press
ISBN: 0231538278
Size: 42.27 MB
Format: PDF, ePub, Docs
Category : Business & Economics
Languages : en
Pages : 288
View: 7079

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Book Description: To compete with today's increasing globalization and rapidly evolving technologies, individuals and organizations must take their ability to learn—the foundation for continuous improvement, operational excellence, and innovation—to a much higher level. In Learn or Die, Edward D. Hess combines recent advances in neuroscience, psychology, behavioral economics, and education with key research on high-performance businesses to create an actionable blueprint for becoming a leading-edge learning organization. Learn or Die examines the process of learning from an individual and an organizational standpoint. From an individual perspective, the book discusses the cognitive, emotional, motivational, attitudinal, and behavioral factors that promote better learning. Organizationally, Learn or Die focuses on the kinds of structures, culture, leadership, employee learning behaviors, and human resource policies that are necessary to create an environment that enables critical and innovative thinking, learning conversations, and collaboration. The volume also provides strategies to mitigate the reality that humans can be reflexive, lazy thinkers who seek confirmation of what they believe to be true and affirmation of their self-image. Exemplar learning organizations discussed include the secretive Bridgewater Associates, LP; Intuit, Inc.; United Parcel Service (UPS); W. L. Gore & Associates; and IDEO.

Global Brand Management

Global Brand Management PDF
Author: Laurence Minsky
Publisher: Kogan Page Publishers
ISBN: 074948361X
Size: 25.64 MB
Format: PDF, Docs
Category : Business & Economics
Languages : en
Pages : 320
View: 5953

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Book Description: In today's hyper-connected world, any brand with a website or digital presence is 'global' by its very definition; yet in practice it takes an enormous amount of strategic planning and adaptability to successfully manage an international brand. Global Brand Management explores the increasingly universal scope of brand management. In an era when many brand managers will find themselves working for large multinationals operating across varied territories, categories and consumer groups, developing an understanding of both the opportunities and risks of multinational brands is truly essential. Meticulously researched, Global Brand Management shows readers how to manage an existing global brand, while simultaneously equipping them with the skills to build one from scratch. The text uses fascinating case studies including Oreo, Harley Davidson and Xiaomi to demonstrate the challenges of maintaining a stable brand identity when operating across territories with different languages, cultural values and logistics. With helpful pedagogy throughout and built-in features to enhance classroom learning, Global Brand Management is the perfect springboard for students to appreciate, enjoy and embrace the nuances and complexities of brand management on an international scale.

Customer Experience Innovation

Customer Experience Innovation PDF
Author: Robert Dew
Publisher: Emerald Group Publishing
ISBN: 1787547876
Size: 66.17 MB
Format: PDF, Kindle
Category : Business & Economics
Languages : en
Pages : 500
View: 1949

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Book Description: This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies.

Stronger Through Adversity World Class Leaders Share Pandemic Tested Lessons On Thriving During The Toughest Challenges

Stronger Through Adversity  World Class Leaders Share Pandemic Tested Lessons on Thriving During the Toughest Challenges PDF
Author: Joseph Michelli
Publisher: McGraw Hill Professional
ISBN: 1264257406
Size: 78.21 MB
Format: PDF, Mobi
Category : Business & Economics
Languages : en
Pages : 240
View: 902

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Book Description: From business guru Joseph Michelli―the leadership lessons needed to thrive beyond the greatest business crisis in modern history COVID-19 has disrupted business and life in ways we never imagined. Within days of the outbreak, Joseph Michelli—the world-renowned business expert who has cracked the leadership codes of Starbucks, Airbnb, Mercedes-Benz USA, and many other top companies—went to work. He contacted 140+ senior leaders at major companies about their specific challenges and how they were meeting them—getting raw yet thoughtful real-time insights into a crisis that will define an entire generation of leaders. The result is Stronger Through Adversity. In this business guide for our times, Michelli distills best leadership practices that can be used in any company, in any industry. Organized into four main themes—Set the Foundation, Build Connections, Move with Purpose, and Harness Change—Stronger Through Adversity provides a deep dive into the methods, tactics, and approaches leaders have used to keep their company afloat and to position it for success long after the pandemic. You’ll get invaluable insights into crisis management, keeping employees and customers safe, maintaining a culture of engagement, and rapidly innovating. Applying powerful leadership methods used by Microsoft, Starbucks, Google, DHL, Target, Verizon, Kohl’s, Marriott, and many others, you’ll seize and hold the competitive edge in your industry. Whether you run a Fortune 500 company, own a small business, or manage a department or team—this is your moment. Stronger Through Adversity delivers everything you need to prosper—to lead your people to an unprecedented recovery, to weather the toughest challenges your business faces from the pandemic and beyond, and to thrive in all storms, large and small.

                                        PDF
Author: جورج أورويل
Publisher: ktab INC.
ISBN:
Size: 29.31 MB
Format: PDF, Docs
Category : Juvenile Nonfiction
Languages : ar
Pages : 218
View: 1323

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Book Description: متشردا فى باريس ولندن قد نقلها الكاتب الى اللغة العربية حتى يكمل صورة أورويل,بدلا من اجتزائها,هذه الرواية الى جانب ما تقدمه من فن,تقدم لوحة عجيبة لما لحق بالانسان البسيط من ظلم فادح,تحت وطأة رأسمالية شرسة,رأسماية العقد الثالث من قرننا المرتحل.

The Airbnb Way 5 Leadership Lessons For Igniting Growth Through Loyalty Community And Belonging

The Airbnb Way  5 Leadership Lessons for Igniting Growth through Loyalty  Community  and Belonging PDF
Author: Joseph Michelli
Publisher: McGraw Hill Professional
ISBN: 1260455459
Size: 32.23 MB
Format: PDF, Mobi
Category : Business & Economics
Languages : en
Pages : 304
View: 6965

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Book Description: An unprecedented inside look at how Airbnb and its host community create dynamic customer experiences and build brand loyalty in the sharing economy Airbnb best embody the entrepreneurial and disruptive spirit of today’s sharing economy. Since its early days as a humble start-up, Airbnb has evolved into a revolutionary force in the short-term housing market as a platform where hosts provide listings spread across more than 81,000 cities and 191 countries. Airbnb’s leadership strives to support the host community to ensure a consistent, on-brand experience for every guest, every time. The Airbnb Way delivers proven methods for increasing customer engagement, loyalty, and referrals that can be utilized in every service setting and in any industry. Exclusive interviews with Airbnb leaders and rich stories from hosts and guests provide an inside look into the wildly popular online rental platform. The book features: •Airbnb strategies and practices that will drive customer engagement and loyalty •Expert advice on how to provide phenomenal customer service •Illuminating stories about Airbnb guest and host experiences•Unique leadership principles for activating all stakeholders--including those who share resources and services and more

Driven To Delight Delivering World Class Customer Experience The Mercedes Benz Way

Driven to Delight  Delivering World Class Customer Experience the Mercedes Benz Way PDF
Author: Joseph Michelli
Publisher: McGraw Hill Professional
ISBN: 007181227X
Size: 28.94 MB
Format: PDF, Mobi
Category : Business & Economics
Languages : en
Pages : 288
View: 930

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Book Description: A Wall Street Journal bestseller Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight In his previous bestsellers--The Starbucks Experience, The New Gold Standard, and Prescription for Excellence--Joseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customer-driven insights behind one of the most iconic brand names in the world: Mercedes-Benz USA. DRIVEN TO DELIGHT reveals: How Mercedes-Benz USA launched a multi-year program to elevate their customer experience--even though their product was already “best in class.” How they activated people, improved processes, and deployed technology to emotionally engage customers. How the Mercedes-Benz approach can jump-start any customer-driven business—by accelerating your commitment to the customer experience. Filled with exclusive front-seat insights from Mercedes-Benz employees, eye-opening testimonials from passionate Mercedes-Benz fans, and solid nuts-and-bolts advice for creating your own consumer-aligned road map, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul. Mercedes-Benz. The name alone conjures images of luxury, innovation, quality, and performance. But in today’s market, you need more than a world-class product to outpace the competition--which is why the executives at Mercedes-Benz USA set a course to create a customer experience in keeping with their legendary cars. This is the story of how an organization became Driven to Delight. It reveals the action plan Mercedes-Benz USA used to catapult the company to first place rankings in national customer satisfaction studies while at the same time growing sales and profits. With unprecedented access to company personnel, customer experience expert Joseph Michelli charts the journey the company took and identifies the all-important keys to driving delight in any customer-based organization. You’ll learn how to: Create a compelling vision for exceptional customer experiences Identify the ever changing wants, needs, and desires of your customer segments Map out your key customer journeys and high value contact points Effectively evaluate customer perceptions throughout their journey with you Resolve customer needs swiftly and constantly improve your delivery processes Link rewards and recognition to customer experience excellence throughout your organization These proven techniques are part of the Mercedes-Benz USA “Driven to Delight” culture which sets a new gold standard in customer service, employee engagement, and peak performance. You’ll find step-by-step strategies that can be customized to fit your business model and customer needs. You’ll discover invaluable tools like Vision Mapping, Customer Journey Wheels, Customer-Centric Strategy and Resource Planning Processes --plus 20 Key Questions you can use to diagnose your progress and steer your company in the right direction. Along the way, you’ll get a rare first-hand comprehensive view of a world-class company in action. You’ll see how a “best or nothing” organization became customer obsessed, mile after mile, year after year. Most importantly, you’ll learn how to ramp up your own customer experience, rev up your customer commitment, and take your customers on a journey that’s bound to delight--the Mercedes-Benz way. Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal, and USA Today bestseller lists.