博客來頂級奢華的奧義
談到精緻服務和殷勤待客，你不能忽略這個以獅與冠做為公司標誌的飯店─麗思．卡爾頓 (Ritz-Carlton Hotel)。該集團堅持一切奢華，建立了讓顧客念念不忘的世界級標準。該飯店集團兩度獲得美國國家品質獎，以及飯店業的每一項大獎。包括Mobil五星級、AAA五鑽獎、《J.D. Power》顧客滿意度排名第一、各類雜誌評等第一名的豪華飯店集團，長期名列《財星》雜誌「最佳服務業者」之列等榮譽，族繁不及備載。麗思．卡爾頓領導學中心被2007年二月號《訓練雜誌》（Training Magazine）選為全球最佳訓練公司。如今，本書以一趟紙上的奢華之旅，引領讀者探索該飯店集團卓越成就幕後的經營哲學以及領導祕密。
The Starbucks Experience (中文版：星巴克模式) 一書暢銷作家約瑟夫．米其里耗時一年，蒐集資訊，訪問該飯店集團的主管、員工，以及獲頒企業經營獎項的領導中心，力求探索該飯店集團的各級領導力。如果星巴克的領導人將咖啡這樣平凡的商品，藉由提供一個可負擔的奢華環境，而大幅加值；那麼，麗思．卡爾頓則是把奢華的經驗，昇華成一種真正的藝術形式。本書提出能讓顧客的感受無與倫比的關鍵原則：
o 了解顧客不斷變化的需求
o 尊重員工、賦權給員工
o 預測顧客的需求和顧慮
o 開發建立卓越的員工訓練體制
本書幫助經理人和領導者，了解麗思．卡爾頓有別於一般的員工忠誠度、世界級的顧客，以及重要品牌價值的趨動原則、流程和作法。此外，本書也包括前線員工、顧客與其他相關人員的角度，對這些原則的觀點。不管你是否想要吸引、招募、留住「正確」的員工，或有意創造改造轉型中的顧客經驗、或正在想辦法維持產品和服務的關連性，本書都分享了麗思．卡爾頓領導者的智慧。
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.
作者簡介
Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBC's On the Money.
