The New Gold Standard

5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

The book review for this week is The New Gold Standard by Joseph A. Michelli

Michelli provides a very detailed history and study of the Ritz Carlton business. The book documents the culture,  business practices and the five leadership principles of the Ritz Carlton;

  1. Define and Refine
  2. Empower through Trust
  3. It’s Not about You
  4. Deliver “Wow!”
  5. Leave a Lasting Footprint.

My takeaway from this book is that a successful and enduring business culture is established only by engraining and continuously communicating a simple but powerful vision, mission and values all within the context of well established business processes.


Note that I have previously reviewed:

  1. Rory Vaden’s Procrastinate on Purpose.
  2. Bill Browder’s Red Notice
  3. Atul Gawande’s The Checklist Manifesto
  4. Brad Lomenick H3 Leadership
  5. Eula Bliss’ On Immunity: An Inoculation
  6. Adam Grant’s Give and Take 
  7. Paul Leinward’s and Cesare R. Mainardi’s Strategy That Works
  8. John Nemo’s LinkedIn Riches
  9. Dr. Henry Cloud’s The Power of the Other
  10. T. Harv Eker’s Secrets of the Millionaire Mind
  11. Steve Case’s The Third Wave
  12. Thomas F Crum’s The Magic of Conflict
  13. Cal Newport’s Deep Work
  14. Greg Brenneman’s Right Away and All At Once
  15. Patrick J. McGinnis’ The 10% Entrepreneur

Please note: I reserve the right to delete comments that are offensive or off-topic.

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