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.
Daniel Durazo's Blog 