How the Ritz-Carlton Hotel Company Is Redefining the Gold Standard

From Chapter One of The New Gold Standard by Joseph A. Michelli

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company represents a follow-up to my book The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary. Where Starbucks leadership took an ordinary product like coffee and significantly added value by staging it in an environment of affordable luxury, Ritz-Carlton has elevated the luxury experience to a true art form.

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