reinventing the customer experience Tisch, Jonathan M. creator text bibliography nju Hoboken, N.J John Wiley & Sons, Inc. c2007 2007 monographic eng

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xii, 256 p. ; 24 cm. 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 specialized Jonathan M. Tisch ; with Karl Weber Includes bibliographical references (p. 235-249) and index Hospitality industry Customer services Hotels Customer relations 9780470404638 (pbk.) 9780470043554 (cloth) 0470043555 (cloth) http://www.loc.gov/catdir/toc/ecip074/2006036647.html http://www.loc.gov/catdir/toc/ecip074/2006036647.html UMP 090706 20251117145436.0 vtls000039574