Page 298 - The New Gold Standard

Index

Business processes: (cont’d) Cooper, Simon: (cont’d)
others’ best practices for, 120–126 on the Gold Standards, 19
Business travel, 5 on his leadership, 258
on impact of job creation, 251–252
C on knowing customer preferences,
Castano, Maria, 203 151
Chiang, Tricia, 219 lineup participation by, 41–42
Citibank Singapore, 222–225 on listening to business partners, 140
Clavell, Victor, 144 on listening and measurement,
Clemons, Michael, 80–81 137–138
Coffman, Curt, 126 on longevity and relevance of brand,
Cohen, Jean, 81, 119–120, 143–144 60–61
Commitment to Quality, 188 on personal impact of his work,
Communication, 176–177 262–263
listening, 137, 139–142 on profitability, 95
shared, 168–170 on Reserve properties, 212
of values, 43 on Service Values, 65–67
Community: on staff as trainers, 220
involvement initiatives, 232–235 on Wow stories, 201
relevance to needs of, 57–61 Core business principles, 15
strengthening of, 250–254 Corporate social responsibility (CSR),
Community Footprints Fund, 244, 250 228–255
Community Footprints program, 124, and challenges of environmental con-
230–235, 244 siderations, 245–250
Company image, changes in, 67–69 as essential legacy, 250–254
Complacency, 20–21 holistic approach to, 229–235
Cooper, Simon: seeking opportunities for, 242–245
on aftermath of Hurricane Katrina, value of social giving/volunteer pro-
239 grams, 235–242
attention to others’ needs by, 160 Cottrill, John, 210–211
on balancing competing needs, Cousteau, Jean-Michel, 247
59–60 Covert, Marty, 243
on benefits of empowerment, 114 Creativity, stories of, 202–203
on brand extensions, 225–226 Credo, the, 23–26, 29
on change in guest demographics, Credo Card, 21–23, 222–224, 258–259
45–46 Creighton, James J., Jr., 209–210
on “comfortable contemporary,” 51 CSR (see Corporate social responsibility)
on complacency, 20 Culture, 21–22
on corporate social responsibility, 230 imprinting, 79–82, 84–85
on dealing with breakdowns, 156 of learning, 213
on effects of training, 215 of listening, 137
and employee engagement, 128 orientation to, 79–81
on employee’s subtle actions, 73–74 of service, 258–259
on environmental issues, 246 Customer relationship management
on functional excellence, 191 database (see Mystique database)
on Gallup metrics, 139 Customers (see Guests)

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