Chocolates on the pillow aren't enough : reinventing the customer experience / Jonathan M. Tisch ; with Karl Weber.
Material type: TextPublisher: Hoboken, N.J. : John Wiley & Sons, [2007]Copyright date: ©2007Description: xii, 256 pages ; 24 cmContent type:- text
- unmediated
- volume
- 0470043555
- 9780470043554
- 647.94068 22
- TX911.3.C8 T57 2007
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 |
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647.94068 SZE Case scenarios in hospitality supervision / | 647.94068 SZE Case scenarios in hospitality supervision / | 647.94068 TES Principles of management for the hospitality industry / | 647.94068 TIS Chocolates on the pillow aren't enough : reinventing the customer experience / | 647.94068 WAL Introduction to hospitality management / | 647.94068 WAL Introducing hospitality / | 647.94068 WAL Introducing hospitality / |
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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