The New Gold Standard
5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Summary:
The book explores the customer service philosophy and leadership practices of the Ritz-Carlton Hotel Company, detailing five core principles that the luxury hotel chain uses to deliver exceptional customer experiences. It provides insights into the company's commitment to service excellence, employee engagement, and the creation of a strong service culture that sets a benchmark in the hospitality industry.
Key points:
1. "The Credo": The Ritz-Carlton's credo is a pledge to offer genuine care and top-notch service to guests. It's a guiding principle that influences all company decisions and actions, focusing on creating unique experiences for each guest.
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