Redefining the Gold Standard


Joseph Michelli

Joseph Michelli

In his new book The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company, Dr. Joseph A. Michelli, Ph.D. discusses the “service value” that sets Ritz-Carlton apart from its competition.


In a tanking economy (sorry for being glass half-empty), the near future prospects of super luxury brands like Ritz-Carlton seem to be far from rosy.  But as Michelli points out, the company’s constant quest for excellence has elevated the luxury experience to a true art form.  And there will always be buyers for art.

As I commented at BusinessWeek’s excerpt from the book, Ritz-Carlton approaches Corporate Social Responsibility with the same dedication to excellence they are famous for in their customer service.  This is a rare and wonderful thing indeed.



Filed under corporate social responsibility, CSR

3 responses to “Redefining the Gold Standard

  1. Thank you so much for taking the time to comment on my new book. By sharing your comments with your family and friends through your blog you are making a significant contribution to the positive impact of the book. I am extremely grateful!

  2. Pingback: Joseph’s Blog » Blog Archive » Reviews of The New Gold Standard

  3. Thank you again for taking the time to review my new book. I appreciated your comments so much that I have have posted a link to your blog on my blog. Thanks again, I am in your debt.
    Joseph Michelli, PhD

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