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Chocolates on the pillow aren't enough : reinventing the customer experience / Jonathan M. Tisch ; with Karl Weber.

By: Tisch, Jonathan M.
Publisher: Hoboken, N.J. : John Wiley & Sons, Inc., c2007Description: xii, 256 p. ; 24 cm.ISBN: 9780470043554; 0470043555.Subject(s): Hospitality industry -- Customer services | Hotels | Customer relationsDDC classification: 647.94/068 Online resources: Table of contents only | Contributor biographical information | Publisher description
Contents:
Introduction : the Hotelier's secret -- The problem and the solution -- What happened to my customers? -- Engineering the total customer experience -- Reimagining the customer experience -- Reimagining the sale : creating customers who are happy to buy -- The hospitable organization : turning customers into guests -- Home away from home : the art of welcoming customers -- Haven wanted : providing security in an unsafe world -- Open-door policy : the challenge of transparency -- One size does not fit all : the new art of customization -- Let me introduce you : customer communities in an interactive world -- High-tech goes high-touch : using the Internet to go global and go local -- Everyone is welcome : the challenges of customer diversity -- 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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Item type Current location Call number Copy number Status Date due Barcode Item holds
Book SKOLKOVO Library
Shelves 		TX911.3.C8 T57 (Browse shelf) 1 Available 2000001269
Total holds: 0

Includes bibliographical references (p. 235-249) and index.

Introduction : the Hotelier's secret -- The problem and the solution -- What happened to my customers? -- Engineering the total customer experience -- Reimagining the customer experience -- Reimagining the sale : creating customers who are happy to buy -- The hospitable organization : turning customers into guests -- Home away from home : the art of welcoming customers -- Haven wanted : providing security in an unsafe world -- Open-door policy : the challenge of transparency -- One size does not fit all : the new art of customization -- Let me introduce you : customer communities in an interactive world -- High-tech goes high-touch : using the Internet to go global and go local -- Everyone is welcome : the challenges of customer diversity -- 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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