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

Reinventing The Customer Experience

In the business world, where the bottom line is always an issue, companies never stop looking for ways to improve overall performance. Today, leaders of all stripes - whether they're in business, government, or non-profit - must find a way to improve the performance of their respective organizations. One fact usually overlooked by leaders who go through this process is that a customer's experience can, and often does, influence their decision. Chairman and CEO of Loews Hotels, Jonathan Tisch, is a global leader in the travel and tourism industry - one of the world's largest and fastest-growing sectors. And in Chocolates on the Pillow Aren't Enough, he distills some of the most important customer relation lessons he's learned during his successful career in the hospitality industry - discussing why these lessons have become increasingly important for today's leaders. In his appealing and personal style, Tisch reveals why creating an intimate, positive, long-lasting connection with customers is the key to 21st-century success for every kind of organization, and illustrates how leaders in any field can accomplish this goal. Entertaining and informative, Chocolates on the Pillow Aren't Enough provides an in-depth look at how the customer experience can create long-lasting success for any organization. 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
Portrait
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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Einband Taschenbuch
Seitenzahl 272
Erscheinungsdatum 20.03.2009
Sprache Englisch
ISBN 978-0-470-40463-8
Verlag John Wiley & Sons Inc
Maße (L/B/H) 227/151/22 mm
Gewicht 368
Auflage 1. Auflage
Buch (Taschenbuch, Englisch)
16,29
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