TY  - BOOK
AU  - Tisch,Jonathan M.
TI  - Chocolates on the pillow aren't enough: reinventing the customer experience 
SN  - 0470043555
AV  - TX911.3.C8 T57 2007
U1  - 647.94068 22
PY  - 2007///]
CY  - Hoboken, N.J.
PB  - John Wiley & Sons
KW  - Hotels
KW  - Customer relations
N1  - 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
N2  - "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
UR  - http://catdir.loc.gov/catdir/enhancements/fy0741/2006036647-b.html
ER  -