02573cam a2200445 a 4500 50656 20230411085701.0 061102s2007 nju b 001 0 eng 2006036647 (OCoLC)ocm76064574 DLC DLC BAKER UKM BTCTA C#P IXA VP@ YDXCP GBA6A0279 bnb 013612881 Uk 72655559 9780470043554 (cloth) 0470043555 (cloth) NZ1 11106139 YDXCP 2474372 (OCoLC)76064574 (OCoLC)72655559 TX911.3.C8 T57 2007 647.94/068 22 GRAL Tisch, Jonathan M. Chocolates on the pillow aren't enough : reinventing the customer experience / Jonathan M. Tisch ; with Karl Weber. Hoboken, N.J. : John Wiley & Sons, Inc., c2007. xii, 256 p. ; 24 cm. 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. Hospitality industry Customer services. Hotels. Customer relations. Table of contents only http://www.loc.gov/catdir/toc/ecip074/2006036647.html Contributor biographical information http://www.loc.gov/catdir/enhancements/fy0741/2006036647-b.html Publisher description http://www.loc.gov/catdir/enhancements/fy0741/2006036647-d.html Baker & Taylor BKTY 26.95 20.21 0470043555 0006979134 active Baker and Taylor BTCP 2006036647 YBP Library Services YANK 2474372 lcc bk C0 DRFGD 105882 105882 0 0 lcc 0 0 APT BJB BJB APT 2023-04-11 0 TX911.3.C8 T57 2007 00000052157 2019-02-17 00:00:00 1 2019-02-17 bk