Tisch / Weber Chocolates on the Pillow Aren't Enough

Reinventing The Customer Experience
1. Auflage 2007
ISBN: 978-0-470-13409-2
Verlag: John Wiley & Sons
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 272 Seiten, E-Book

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'sexperience. Gimmicks come and go, but without sincere and caringpeople delivering the overall experience, from start to finish,well, it's true--chocolates on the pillow are not enough. A greatread!"
--David Neeleman, founder and CEO, JetBlue AirwaysCorporation
"If you don't work for your customer, you're not doing your job.Who better to turn to for lessons in great customer experiencesthan Jonathan Tisch? He has long been one of the most respectedleaders in travel and hospitality, and when it comes to treatingall customers like guests, to put it simply, he gets it. And thensome."
--Millard S. Drexler, Chairman and CEO, J. Crew Group
"What brings customers back to my restaurants? Why do viewerswatch my TV show? It's more than Bam! It's delivering a kicked-upcustomer experience. Tisch is the guy who knows how to do thisbest. His book gives the inside scoop on how to excite yourcustomers and bring 'em back for more."
--Emeril Lagasse
"Attention to detail, passion, and dedication are a few of thethings that made me successful as an athlete. Jonathan knows thatby doing the same in business, you maximize the customer'sexperience and outscore the competition."
--Tiki Barber

Autoren/Hrsg.

Tisch, Jonathan M.

Weber, Karl

Inhaltsverzeichnis

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 toBuy.
4. The Hospitable Organization: Turning Customers intoGuests.
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 InteractiveWorld.
10. High-Tech Goes High-Touch: Using the Internet to Go Globaland Go Local.
11. Everyone Is Welcome: The Challenges of CustomerDiversity.
12. Your Best, and a Little Bit More: Offering Something Extrato Your Customers.
Afterword: A Challenge That Never Ends.
Endnotes.
Index.

Über Autor(innen)

Jonathan M. Tisch is Chairman and CEO of Loews Hotels.Recognized as a preeminent leader of the nation's travel andtourism industry, Tisch is also Chairman of the Travel BusinessRoundtable and NYC & Company, the city's official tourismmarketing organization. In 2005, he became the host of OpenExchange: Beyond the Boardroom with Jonathan Tisch, afourteen-episode series of one-on-one interviews with America'spreeminent CEOs and business luminaries. Tisch is also coauthor ofthe bestseller The Power of We (Wiley).
Karl Weber is a freelance writer specializing in businessand current affairs. He is coauthor, with Jonathan Tisch, of thebestseller The Power of We. Weber collaborated withAndrew W.Savitz on The Triple Bottom Line (Jossey-Bass, an imprint ofWiley), a book examining the issues surrounding sustainablebusiness management.