Page 30 - The New Gold Standard

The Ritz-Carlton Experience
Despite the accolades, leadership at Ritz-Carlton faces the
same stumbling blocks you encounter daily in your business. As
evidenced by examples throughout this book, the greatness of
leaders is maximally tested in times when their company is most
vulnerable.

C What’s in It for You D

From the modest background yet powerful vision of César Ritz,
through economic highs and lows, leadership at Ritz-Carlton
has successfully maintained a disciplined focus on respect for
staff, quality improvement, brand repositioning, corporate adap-
tivity, cultural consistency, and unparalleled service excellence.
As such, Ritz-Carlton has earned international respect as a bench-
mark for corporate culture, development of ultimate customer
experiences, consistent product excellence, and an empowered
workforce.
So what does Ritz-Carlton have to teach you? While many
readers will be drawn to this book through their loyal connec-
tion to the brand, others may have an awareness of the company
only through something Ritz-Carlton leaders refer to as its “mys-
tique.” Some may be looking for a book simply to help them po-
sition their goods or services in relation to the explosive market
of luxury products or the luxury lifestyle. Yet others may have
an interest in using the book to help their staff better understand
“the art of anticipation” built into the Ritz-Carlton service ap-
proach.
The New Gold Standard 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.
The New Gold Standard is primarily intended to help man-
agers, owners, and leaders understand the driving principles,

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