César Ritz
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Joseph A. Michelli McGraw-Hill (2008) Lessons to be learned from the paragon of legendary customer service Does your organization need to…
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What Stays in Vegas: The World of Personal Data — Lifeblood of Big Business — and the End of Privacy as We Know It Adam Tanner PublicAffairs (2014) What stays in Las Vegas? An abundance of personal data used to…
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Ditch the Pitch: The Art of Improvised Persuasion Steve Yastrow SelectBooks (2014) Salesmanship “on the other side of complexity” Steve Yastrow has become convinced – and I agree – that the most effective communications are those that do NOT seem…
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Romancing the Brand: How Brands Create Strong, Intimate Relationships with Consumers Tim Halloran Jossey-Bass/A Wiley Brand (2014) How to identify the right customer with whom to engage in a relationship, then sustain it to mutual benefit We have learned a…
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Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People Joseph A. Michelli McGraw-Hill (2013) How one coffee shop in Seattle became 20,891 in 62 countries This is the second book in which Joseph…
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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Joseph A. Michelli McGraw-Hill (2008) Those who have stayed at a Ritz-Carlton hotel or have attended an event held at one…
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Andrew Sobel on “How to create a great client experience”
For the guests of his hotels, César Ritz focused on consistently providing superior service that he characterized as “invisible.” According to Andrew Sobel, there are five dimensions to a great client experience. Here is a brief excerpt from his monthly…
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