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Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience
One of today's most imaginative and influential executives explains how to achieve lasting success by more effectively connecting with customers. The 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.
Hardcover, 256 pages
Published February 26th 2007 by John Wiley & Sons
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Businesses are starting to lose their poetical with the customers. You would be able to show a commercial on three television channels, have customers buy the product. But, not anymore to have a customer buy a product you have to show the commercial on ninety two commercials. Television today for advertising is called the “dead zone”. Today many organizations are letting customers create their own advertising. For example, the shoe companies Converse have customers post videos to the website. T ...more
Good overview of the changing world of customer service. I particularly like his notion that customers are more savvy these days and base their shopping choices on the overall customer experience rather than individual details such as atmosphere or lowest price. Highly recommended for anyone in a retail work environment
Apr 24, 2007 Eric rated it really liked it
Recommends it for: anyone starting or who owns a business
Great advice on giving the customer an amazing experience. This advice is very pertinent to the work I do. I am a photographer and the most important thing I can do is make my client happy and give them a great experience so they will come back. This book has great insight on how to do that.