Trim the Sails with Joseph Michelli for Associations and Businesses

When it comes to customer service and workplace issues, Joseph Michelli is a leading expert. He's authored many books on the topic, including his latest on The New Gold Standard featured below. Michelli provides invaluable advice to professional and trade associations struggling with the current economic downturn in his article Trim the Sails:

"It's been said that "we can't direct the wind, but we can adjust the sails." While researching my recently released book The New Gold Standard: 5 Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, it became clear that great leaders, be they in business or associations, find ways to avoid becoming commoditized even in cost-sensitive times. Such leaders maintain a commitment to cost efficient quality improvement coupled with an understanding of the role service professionalism and staff empowerment plays in the development of team and member loyalty.

To that end, I defined 5 key principles that contributed to the success of The Ritz-Carlton through economic upturns and downturns since its creation by Cesar Ritz over one hundred years ago. A synopsis of these five principles is offered for you to benchmark your association leadership approach against concepts that are in play at The Ritz-Carlton."

Continue reading Michelli's full article here.

Categories : Business/Finance/Economy