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Chocolates on the Pillow Aren't Enough: Reinventing The Customer Experience

ISBN: 978-0-470-13409-2
256 pages
April 2007
Chocolates on the Pillow Aren


Praise for Chocolates on the Pillow Aren't Enough

"Jonathan recognizes that in today's Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer's experience. Gimmicks come and go, but without sincere and caring people delivering the overall experience, from start to finish, well, it's true--chocolates on the pillow are not enough. A great read!"
—David Neeleman, founder and CEO, JetBlue Airways Corporation

"If you don't work for your customer, you're not doing your job. Who better to turn to for lessons in great customer experiences than Jonathan Tisch? He has long been one of the most respected leaders in travel and hospitality, and when it comes to treating all customers like guests, to put it simply, he gets it. And then some."
—Millard S. Drexler, Chairman and CEO, J. Crew Group

"What brings customers back to my restaurants? Why do viewers watch my TV show? It's more than Bam! It's delivering a kicked-up customer experience. Tisch is the guy who knows how to do this best. His book gives the inside scoop on how to excite your customers and bring 'em back for more."
—Emeril Lagasse

"Attention to detail, passion, and dedication are a few of the things that made me successful as an athlete. Jonathan knows that by doing the same in business, you maximize the customer's experience and outscore the competition."
—Tiki Barber

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Table of 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.



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Author Information

Jonathan M. Tisch is Chairman and CEO of Loews Hotels. Recognized as a preeminent leader of the nation's travel and tourism industry, Tisch is also Chairman of the Travel Business Roundtable and NYC & Company, the city's official tourism marketing organization. In 2005, he became the host of Open Exchange: Beyond the Boardroom with Jonathan Tisch, a fourteen-episode series of one-on-one interviews with America's preeminent CEOs and business luminaries. Tisch is also coauthor of the bestseller The Power of We (Wiley).

Karl Weber is a freelance writer specializing in business and current affairs. He is coauthor, with Jonathan Tisch, of the bestseller The Power of We. Weber collaborated withAndrew W. Savitz on The Triple Bottom Line (Jossey-Bass, an imprint of Wiley), a book examining the issues surrounding sustainable business management.

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"The secret to running a good hotel is making guests feel welcome, providing a memorable experience, and ensuring both physical and psychological security, 24/7. Those principles can be applied to any business trying to attract and keep customers, according to Jonathan Tisch, chief executive of Loews Corp. Hotels, part of the Tisch family business empire created by his uncle Larry and father Robert (both now deceased). With co-author Karl Weber, Mr. Tisch shares tips for forging lasting connections with customers in Chocolates on the Pillow Aren't Enough." (Wall Street Journal)

"An insightful primer on crafting your customer experience. I don't care how good you are—there's a tweak or two that you can make to your customer's experience. Let Tisch's stories inspire you to do it a little better." (The Marketing Minute)

"In the book, author Tisch gives examples of companies that are 'doing it right' and breaking out from the crowd of competition to offer a memorable customer experience which leads to customer loyalty—a rare commodity in this over crowded commercial world." (Bizinformer)

"Jonathan Tisch, chairman and CEO of Loews Hotels, shares valuable lessons about customer service gleaned firsthand from his many years in the challenging hospitality industry. Tisch explains how to exceed expectations of good customer service and provide customers with exemplary and fulfilling experiences to keep them coming back. He offers insights into how to use technology and still keep the human touch, how to master "the art of welcome" and how to address customer concerns about physical and psychological safety. Tisch buttresses his tips and ideas with stories drawn from experiences of companies in several industries." (Fort Worth Star-Telegram)

There are a lot of great stories in this book—stories we can all use to become great, not better, at creating meaningful experiences for our customers. And by combining the stories with well-thought strategies and insights, Mr. Tisch has created a winner with Chocolates on the Pillow Aren't Enough." (InBubbleWrap)

"This is not a book about hotel guest service. It's a book about building brands, strengthening relationships, customizing the client experience, leveraging technology, and achieving both security and transparency for clients in today's world. Tisch offers examples and lessons from every conceivable industry sector. It's extremely well crafted. Chocolates on the Pillow Arne't Enough is one of those rare books you should not only read for yourself; you should share it with every person in your organization" (Client Service Insights)

"Tisch is one smart cookie and this latest book by him is a must read for anyone involved in marketing." (DownWithTyranny!)

"Tisch hits the nail on the head in describing the evolving power of ethnic and minority consumers as not only a stateside phenom, but a sign of global change in Chinese, Japanese and Indian markets. It really gives perspective to the number of customers—and preferences—up for grabs." (AdvertisingAge)

"Tisch pinpoints the major stresses facing many kinds of business that are making it harder to retain customers:" (USA Today)

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