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

ISBN: 978-0-470-40463-8
256 pages
March 2009
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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Acknowledgments.

Introduction: The Hotelier’s Secret.

PART ONE. THE PROBLEM AND THE SOLUTION.

1. What Happened to My Customers?

2. Engineering the Total Customer Experience.

PART TWO. REIMAGINING THE 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.

Endnotes.

Index.

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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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