Chocolates on the pillow aren't enough : reinventing the customer experience /
Tisch, Jonathan M.,
Chocolates on the pillow aren't enough : reinventing the customer experience / Jonathan M. Tisch ; with Karl Weber. - xii, 256 pages ; 24 cm
Includes bibliographical references (pages 235-249) and index.
Introduction : the hotelier's secret -- What happened to my customers? -- Engineering the total customer experience -- Reimagining the sale : creating customers who are happy to buy -- The hospitable organization : turning customers into guests -- Home away from home : the art of welcoming customers -- Haven wanted : providing security in an unsafe world -- Open-door policy : the challenge of transparency -- One size does not fit all : the new art of customization -- Let me introduce you : customer communities in an interactive world -- High-tech goes high-touch : using the Internet to go global and go local -- Everyone is welcome : the challenges of customer diversity -- Your best, and a little bit more : offering something extra to your customers -- Afterword : a challenge that never ends. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.
"Blending thought-provoking ideas with down-to-earth advice, this book reveals why creating an intimate, positive, and long-lasting connection with customers is the key to success for the twenty-first-century organization, and illustrates how leaders in any field can accomplish this goal. Entertaining and informative, Chocolates on the Pillow Aren't Enough offers a detailed look at how the right customer experience can produce long-lasting success for any organization."--BOOK JACKET.
0470043555 9780470043554
2006036647
Hotels
Customer relations.
TX911.3.C8 / T57 2007
647.94068
Chocolates on the pillow aren't enough : reinventing the customer experience / Jonathan M. Tisch ; with Karl Weber. - xii, 256 pages ; 24 cm
Includes bibliographical references (pages 235-249) and index.
Introduction : the hotelier's secret -- What happened to my customers? -- Engineering the total customer experience -- Reimagining the sale : creating customers who are happy to buy -- The hospitable organization : turning customers into guests -- Home away from home : the art of welcoming customers -- Haven wanted : providing security in an unsafe world -- Open-door policy : the challenge of transparency -- One size does not fit all : the new art of customization -- Let me introduce you : customer communities in an interactive world -- High-tech goes high-touch : using the Internet to go global and go local -- Everyone is welcome : the challenges of customer diversity -- Your best, and a little bit more : offering something extra to your customers -- Afterword : a challenge that never ends. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.
"Blending thought-provoking ideas with down-to-earth advice, this book reveals why creating an intimate, positive, and long-lasting connection with customers is the key to success for the twenty-first-century organization, and illustrates how leaders in any field can accomplish this goal. Entertaining and informative, Chocolates on the Pillow Aren't Enough offers a detailed look at how the right customer experience can produce long-lasting success for any organization."--BOOK JACKET.
0470043555 9780470043554
2006036647
Hotels
Customer relations.
TX911.3.C8 / T57 2007
647.94068