02051nam a2200289 a 4500 vtls000039574 KUKTEM 20251117145436.0 090706t2007 nju f b 001 0 eng d 9780470404638 (pbk.) 9780470043554 (cloth) 0470043555 (cloth) 201107132148 VLOAD 201006251210 fauzi 200908141643 VLOAD 200908141620 VLOAD 200907061630 saini UMP TX911.3.C8 T57 2007 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 0 0 0 0 10000 10000 2019-09-04 40.99 0 TX911.3.C8 T57 2007 0000047517 2019-09-04 00:00:00 1 40.99 2019-09-04 OPEN VIRTUA40 46309 46315 VTLSSORT0080*0200*0201*0202*0400*0900*1000*2450*2600*3000*5040*5050*6500*6501*6502*8560*9991