The New Gold Standard
Leadership systems behind some of the world's most refined customer and guest experiences.
The New Gold Standard identifies leadership principles that make legendary service repeatable across operating units and continents. Many organizations try to emulate world-class experience delivery; very few operationalize it. Working alongside organizations like The Ritz-Carlton Hotel Company, The Beverly Hills Hotel, Jumby Bay Island Resort, and the Fairmont Miramar Hotel and Bungalows, Joseph shares practical ways to set standards for customer and employee experience excellence. His proven framework helps leaders build extraordinary human-centered cultures and sustain them regardless of industry, scale, or the role technology plays.
What your audience leaves with.
- Leadership principles that generate legendary service cultures — drawn, in part, from Joseph's book The New Gold Standard
- How to craft and execute service standards across an organization — with examples from Ritz-Carlton and luxury hospitality worldwide
- Recruiting and selection approaches that ensure culture fit
- A team member growth framework for supervisors and frontline managers
- How to protect and elevate human connection across AI-augmented customer journeys
Excellent for
Hospitality, healthcare, financial services, professional services, high-touch B2B, and any organization building or renewing its service standard. Equally effective at leadership offsites, annual customer summits, and industry conferences.
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The framework is universal. The application is tailored to your audience.