Tisch, Jonathan M. <br/><br/>
Chocolates on the pillow aren't enough :  reinventing the customer experience / 
Jonathan M. Tisch ; with Karl Weber. 
 - Hoboken, N.J. :  John Wiley,  c2007. 
 - xii, 256 p. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. 235-249) and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>9780470043554 (hbk.) 0470043555 (hbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Hospitality industry--Customer services.<br/>Hotels<br/>Customer relations.
<br/><br/><label>Dewey Class. No.: </label>647.94068  / TIS