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005			20221101192035.0
008			061102s2007 nju b 001 0 eng d
010			_a 2006036647
011			_aBIB MATCHES WORLDCAT
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035			_a(ATU)b11174341
035			_a(OCoLC)76064574
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050	0	0	_aTX911.3.C8 _bT57 2007
082	0	0	_a647.94068 _222
100	1		_aTisch, Jonathan M., _eauthor. _91050486
245	1	0	_aChocolates on the pillow aren't enough : _breinventing the customer experience / _cJonathan M. Tisch ; with Karl Weber.
264		1	_aHoboken, N.J. : _bJohn Wiley & Sons, _c[2007]
264		4	_c©2007
300			_axii, 256 pages ; _c24 cm
336			_atext _btxt _2rdacontent
337			_aunmediated _bn _2rdamedia
338			_avolume _bnc _2rdacarrier
504			_aIncludes bibliographical references (pages 235-249) and index.
505	0	0	_tIntroduction : the hotelier's secret -- _g1. _tWhat happened to my customers? -- _g2. _tEngineering the total customer experience -- _g3. _tReimagining the sale : creating customers who are happy to buy -- _g4. _tThe hospitable organization : turning customers into guests -- _g5. _tHome away from home : the art of welcoming customers -- _g6. _tHaven wanted : providing security in an unsafe world -- _g7. _tOpen-door policy : the challenge of transparency -- _g8. _tOne size does not fit all : the new art of customization -- _g9. _tLet me introduce you : customer communities in an interactive world -- _g10. _tHigh-tech goes high-touch : using the Internet to go global and go local -- _g11. _tEveryone is welcome : the challenges of customer diversity -- _g12. _tYour best, and a little bit more : offering something extra to your customers -- _tAfterword : a challenge that never ends.
520	1		_a"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.
588			_aMachine converted from AACR2 source record.
650		0	_aHotels _9318942
650		0	_aCustomer relations. _9316410
856	4	2	_3Contributor biographical information _uhttp://catdir.loc.gov/catdir/enhancements/fy0741/2006036647-b.html
907			_a.b11174341 _b10-06-19 _c27-10-15
942			_cB
945			_a647.94068 TIS _g1 _iA391843B _j0 _lcmain _o- _p$33.33 _q- _r- _s- _t0 _u9 _v0 _w0 _x1 _y.i12507738 _z29-10-15
998			_a(2)b _a(2)c _b23-03-18 _cm _da _feng _gnju _h0
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