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020			_a9780470404638 (pbk.)
020			_a9780470043554 (cloth)
020			_a0470043555 (cloth)
039		9	_a201107132148 _bVLOAD _c201006251210 _dfauzi _c200908141643 _dVLOAD _c200908141620 _dVLOAD _y200907061630 _zsaini
040			_aUMP
090			_aTX911.3.C8 T57 2007
100	1		_aTisch, Jonathan M.
245	1	0	_aChocolates on the pillow aren't enough : _breinventing the customer experience / _cJonathan M. Tisch ; with Karl Weber
260			_aHoboken, N.J. : _bJohn Wiley & Sons, Inc., _cc2007
300			_axii, 256 p. ; _c24 cm.
504			_aIncludes bibliographical references (p. 235-249) and index
505	0		_aIntroduction : 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
650		0	_aHospitality industry _xCustomer services
650		0	_aHotels
650		0	_aCustomer relations
856	4	1	_3Table of contents only _uhttp://www.loc.gov/catdir/toc/ecip074/2006036647.html
999			_aVIRTUA40 _c46309 _d46315
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