Chocolates on the pillow aren't enough : reinventing the customer experience / Jonathan M. Tisch ; with Karl Weber.
By: Tisch, Jonathan M
.
Publisher: Hoboken, N.J. : John Wiley, c2007Description: xii, 256 p. ; 24 cm.ISBN: 9780470043554 (hbk.); 0470043555 (hbk.).Subject(s): Hospitality industry -- Customer services | Hotels | Customer relationsDDC classification: 647.94068 | Item type | Current location | Call number | Copy number | Status | Notes | Date due | Barcode |
|---|---|---|---|---|---|---|---|
| Main Collection | Taylor's Library-TU | 647.94068 TIS (Browse shelf) | 1 | Available | SHTEx,30004,02,GR | 5000097617 |
Browsing Taylor's Library-TU Shelves Close shelf browser
| 647.94068 TES Hospitality information systems and E-Commerce / | 647.94068 TES Hospitality information systems and E-Commerce / | 647.94068 TES 2010 Principles of management for the hospitality industry / | 647.94068 TIS Chocolates on the pillow aren't enough : | 647.94068 TRA An introduction to revenue management for the hospitality industry : | 647.94068 TRA An introduction to revenue management for the hospitality industry : | 647.94068 TRA 2009 An introduction to revenue management for the hospitality industry : |
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.