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Chocolates on the pillow aren't enough : reinventing the customer experience / Jonathan M. Tisch ; with Karl Weber.

By: Material type: TextTextPublisher: Hoboken, N.J. : John Wiley & Sons, [2007]Copyright date: ©2007Description: xii, 256 pages ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 0470043555
  • 9780470043554
Subject(s): DDC classification:
  • 647.94068 22
LOC classification:
  • TX911.3.C8 T57 2007
Online resources:
Contents:
Introduction : the hotelier's secret -- 1. What happened to my customers? -- 2. Engineering the total customer experience -- 3. Reimagining the sale : creating customers who are happy to buy -- 4. The hospitable organization : turning customers into guests -- 5. Home away from home : the art of welcoming customers -- 6. Haven wanted : providing security in an unsafe world -- 7. Open-door policy : the challenge of transparency -- 8. One size does not fit all : the new art of customization -- 9. Let me introduce you : customer communities in an interactive world -- 10. High-tech goes high-touch : using the Internet to go global and go local -- 11. Everyone is welcome : the challenges of customer diversity -- 12. Your best, and a little bit more : offering something extra to your customers -- Afterword : a challenge that never ends.
Review: "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.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Book City Campus City Campus Main Collection 647.94068 TIS (Browse shelf(Opens below)) 1 Available A391843B

Includes bibliographical references (pages 235-249) and index.

Introduction : the hotelier's secret -- 1. What happened to my customers? -- 2. Engineering the total customer experience -- 3. Reimagining the sale : creating customers who are happy to buy -- 4. The hospitable organization : turning customers into guests -- 5. Home away from home : the art of welcoming customers -- 6. Haven wanted : providing security in an unsafe world -- 7. Open-door policy : the challenge of transparency -- 8. One size does not fit all : the new art of customization -- 9. Let me introduce you : customer communities in an interactive world -- 10. High-tech goes high-touch : using the Internet to go global and go local -- 11. Everyone is welcome : the challenges of customer diversity -- 12. Your best, and a little bit more : offering something extra to your customers -- Afterword : a challenge that never ends.

"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.

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