In the business world, where the bottom line is always an issue, companies never stop looking for ways to improve overall performance. Today, leaders of all stripes - whether they're in business, government, or non-profit - must find a way to improve the performance of their respective organizations. One fact usually overlooked by leaders who go through this process is that a customer's experience can, and often does, influence their decision. 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. And in Chocolates on the Pillow Aren't Enough, he distills some of the most important customer relation lessons he's learned during his successful career in the hospitality industry - discussing why these lessons have become increasingly important for today's leaders. In his appealing and personal style, Tisch reveals why creating an intimate, positive, long-lasting connection withcustomers is the key to 21st-century success for every kind of organization, and illustrates how leaders in any field can accomplish this goal. Entertaining and informative, Chocolates on the Pillow Aren't Enough provides an in-depth look at how the customer experience can create long-lasting success for any organization.
"The secret to running a good hotel is making guests feel welcome, providing a memorable experience, and ensuring both physical and psychological security, 24/7. Those principles can be applied to any business trying to attract and keep customers, according to Jonathan Tisch, chief executive of Loews Corp. Hotels, part of the Tisch family business empire created by his uncle Larry and father Robert (both now deceased). With co-author Karl Weber, Mr. Tisch shares tips for forging lasting connections with customers in Chocolates on the Pillow Aren't Enough." (Wall Street Journal)
"An insightful primer on crafting your customer experience. I don't care how good you are--there's a tweak or two that you can make to your customer's experience. Let Tisch's stories inspire you to do it a little better." (The Marketing Minute)
"In the book, author Tisch gives examples of companies that are 'doing it right' and breaking out from the crowd of competition to offer a memorable customer experience which leads to customer loyalty--a rare commodity in this over crowded commercial world." (Bizinformer)
"Jonathan Tisch, chairman and CEO of Loews Hotels, shares valuable lessons about customer service gleaned firsthand from his many years in the challenging hospitality industry. Tisch explains how to exceed expectations of good customer service and provide customers with exemplary and fulfilling experiences to keep them coming back. He offers insights into how to use technology and still keep the human touch, how to master "the art of welcome" and how to address customer concerns about physical and psychological safety. Tisch buttresses his tips and ideas with stories drawn from experiences of companies in several industries." (Fort Worth Star-Telegram)
There are a lot of great stories in this book--stories we can all use to become great, not better, at creating meaningful experiences for our customers. And by combining the stories with well-thought strategies and insights, Mr. Tisch has created a winner with Chocolates on the Pillow Aren't Enough." (InBubbleWrap)
"This is not a book about hotel guest service. It's a book about building brands, strengthening relationships, customizing the client experience, leveraging technology, and achieving both security and transparency for clients in today's world. Tisch offers examples and lessons from every conceivable industry sector. It's extremely well crafted. Chocolates on the Pillow Arne't Enough is one of those rare books you should not only read for yourself; you should share it with every person in your organization" (Client Service Insights)
"Tisch is one smart cookie and this latest book by him is a must read for anyone involved in marketing." (DownWithTyranny!)
"Tisch hits the nail on the head in describing the evolving power of ethnic and minority consumers as not only a stateside phenom, but a sign of global change in Chinese, Japanese and Indian markets. It really gives perspective to the number of customers--and preferences--up for grabs." (AdvertisingAge)
"Tisch pinpoints the major stresses facing many kinds of business that are making it harder to retain customers:" (USA Today)
"An insightful primer on crafting your customer experience. I don't care how good you are--there's a tweak or two that you can make to your customer's experience. Let Tisch's stories inspire you to do it a little better." (The Marketing Minute)
"In the book, author Tisch gives examples of companies that are 'doing it right' and breaking out from the crowd of competition to offer a memorable customer experience which leads to customer loyalty--a rare commodity in this over crowded commercial world." (Bizinformer)
"Jonathan Tisch, chairman and CEO of Loews Hotels, shares valuable lessons about customer service gleaned firsthand from his many years in the challenging hospitality industry. Tisch explains how to exceed expectations of good customer service and provide customers with exemplary and fulfilling experiences to keep them coming back. He offers insights into how to use technology and still keep the human touch, how to master "the art of welcome" and how to address customer concerns about physical and psychological safety. Tisch buttresses his tips and ideas with stories drawn from experiences of companies in several industries." (Fort Worth Star-Telegram)
There are a lot of great stories in this book--stories we can all use to become great, not better, at creating meaningful experiences for our customers. And by combining the stories with well-thought strategies and insights, Mr. Tisch has created a winner with Chocolates on the Pillow Aren't Enough." (InBubbleWrap)
"This is not a book about hotel guest service. It's a book about building brands, strengthening relationships, customizing the client experience, leveraging technology, and achieving both security and transparency for clients in today's world. Tisch offers examples and lessons from every conceivable industry sector. It's extremely well crafted. Chocolates on the Pillow Arne't Enough is one of those rare books you should not only read for yourself; you should share it with every person in your organization" (Client Service Insights)
"Tisch is one smart cookie and this latest book by him is a must read for anyone involved in marketing." (DownWithTyranny!)
"Tisch hits the nail on the head in describing the evolving power of ethnic and minority consumers as not only a stateside phenom, but a sign of global change in Chinese, Japanese and Indian markets. It really gives perspective to the number of customers--and preferences--up for grabs." (AdvertisingAge)
"Tisch pinpoints the major stresses facing many kinds of business that are making it harder to retain customers:" (USA Today)