TY  - BOOK
AU  - Tisch,Jonathan M.
TI  - Chocolates on the pillow aren't enough: reinventing the customer experience 
SN  - 9780470043554 (hbk.)
U1  - 647.94068 
PY  - 2007///
CY  - Hoboken, N.J.
PB  - John Wiley
KW  - Hospitality industry
KW  - Customer services
KW  - Hotels
KW  - Customer relations
N1  - 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
ER  -