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

"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 Arena t Enough." (Wall Street Journal) "An insightful primer on crafting your customer experience. I dona t care how good you are--therea s a tweak or two that you can make to your customera s experience. Let Tischa s stories inspire you to do it a little better." (The Marketing Minute) "In the book, author Tisch gives examples of companies that are a doing it righta 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 Arena t Enough." (InBubbleWrap) "This is not a book about hotel guest service. Ita s a book about building brands, strengthening relationships, customizing the client experience, leveraging technology, and achieving both security and transparency for clients in todaya s world. Tisch offers examples and lessons from every conceivable industry sector. Ita s extremely well crafted. Chocolates on the Pillow Arnea 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)

Praise for Chocolates on the Pillow Arena t Enough "Jonathan recognizes that in todaya s Internet--fed, savvy--consumer world, it is the people--to--people connections, regardless of price point, that differentiate a customera s experience. Gimmicks come and go, but without sincere and caring people delivering the overall experience, from start to finish, well, ita s true----chocolates on the pillow are not enough. A great read!" --David Neeleman, founder and CEO, JetBlue Airways Corporation "If you dona t work for your customer, youa 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? Ita s more than Bam! Ita 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 a 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 customera s experience and outscore the competition." --Tiki Barber