Page 299 - The New Gold Standard

Index
D Engagement:
Day 21, 89–90 of customers, 97–98, 131–138, 166
Day 365, 91 emotional, 64–65, 193–195
Dean, Micah, 174–175, 240–241 of employees, 89–90, 105–107,
De Blank, Ricco, 55, 88, 101–102, 137 126–131
DeCocinis, Mark, 83 Enrietto, Paula, 221
De Dios Marin, Luis, 249–250 Environmental conservation, 245–250
Define and Refine principle, 15, 53–55 Epperson, Jerry, 49–50
De Gersdorff, Myra, 41, 189 Escoffier, Auguste, 3
Deliver Wow! principle, 15 Excellence:
De Mesa, Alycia, 211 action steps for, 256
Denning, Stephen, 190–191 challenges in maintaining, 261–263
De Silva, Ajith, 201–202 learning from, 120–126
Deuschl, Vivian, 20, 32, 111, 160, 231 process of inquiry for, 256–257
Diggins, Bill, 131–132 Extraordinary circumstances:
Discerning affluents, 48–49 social responsibility in, 238–241
Donovan, Tom, 80 Wow experiences in, 179–180
Doran, Scott, 193–194
Dousson, Nicolas, 192 F
Dowd, Marguerite, 38–39, 150–151 Fairholm, Gilbert, 94
Dubé, Laurette, 175 Fearing, Dean, 59–60
Dwyer, Dermod, 57–58, 140–142 Federer, Allan, 95, 102–103, 134, 222
Dyer, Cindy, 54–55 FedEx, 39–40
Ferland, Mark, 51, 56–57, 146–147,
158–159
Ferreira, Cleria, 198
E Figliuolo, Mike, 219–221
Emerson, Ralph Waldo, 207 Financial authority of employees, 110–111
Emotional engagement: Fingerle, Philip, 196
Service Values for, 64–65 First Class recognition cards, 189
Wow stories of, 193–195 First impressions, 166–168
Empathy, 146–161 Fiscal health of Ritz-Carlton, 4–6
and Mystique database, 147–155 Five Star recognition program, 189–190
training for, 158–160 Fleming, John H., 136, 180
using all senses for, 174 Flint, Derek, 176
Employee Promise, 99–101 Footprint (see Brand extensions; Corpo-
Employee selection, 73–79, 259–260 rate social responsibility)
assessing candidates, 75–79 Foss, Jonathan G., 23, 40
hiring vs., 76 Four Steps to Innovation, 125–126
interviews in, 76–77 Fry-Ramsdell, Kathryn, 207
Employees (see Ladies and Gentlemen) Functional excellence stories, 191–193
Employer of choice recognition, 30 Functional values, 64
Empower through Trust principle, 15
Empowerment, 108–115 G
Emulation, brand extensions through, Gajcak, Julia, 21, 91–92
222–225 Gallup CE tool, 131–139, 229

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