Ritz-Carlton Hotel Company
Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way Joseph A. Michelli McGraw-Hill (2016) “The Best or Nothing”: The Mercedes-Benz Way As those who have read one or more of his previously published books already know, Joseph Michelli possesses…
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Rocket: Eight Lessons to Secure Infinite Growth Michael J. Silverstein, Dylan Bolden, Rune Jacobsen, and Rohan Sajdeh McGraw-Hill (October 2015) Here are 16 mini-case studies that demonstrate the physics of accelerated commercial growth I think this book’s subtitle is a…
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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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Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System Joseph A. Michelli McGraw-Hill (2011) A vigorous and comprehensive analysis of UCLA Health System As indicated in previously published books, Joseph A. Michelli is attracted…
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