Page 3 - The New Gold Standard

“The Ritz-Carlton Hotel Company has a global reputation for
service excellence because their leadership team insists on it—
every day, in every business decision and every communication
inside and outside the company. We’ve learned a lot at Bank of
America from The Ritz-Carlton team in our own work to build
a customer-centered culture. All those lessons are captured here in
this book. The New Gold Standard offers a view inside one of the
most successful customer service cultures in the world, and is a
valuable addition to business literature on the subject.”
—KENNETH D. LEWIS,
chairman and CEO of Bank of America

“The Ritz-Carlton Hotel Company wrote the book on legendary
customer service. And in The New Gold Standard,
Joseph Michelli writes the book on The Ritz-Carlton.
Required reading for anyone who wants to learn how to create
passionate employees and raving fan customers!”
—KEN BLANCHARD,
coauthor of The One Minute Manager® and The One Minute Entrepreneur™

“The Ritz-Carlton is the best hotel chain in the world
because of the unique experience they offer.
This book shows you how to install the same customer-focused
attitude toward service that makes a world leader.”
—BRIAN TRACY ,
author of The Way to Wealth