Chocolates on the pillow aren't enough : reinventing the customer experience / Jonathan M. Tisch and Karl Weber

By:

Tisch, Jonathan M [author]

Contributor(s):

Weber, Karl [co-author]

Material type: Text

TextPublication details: New Jersey : Wiley, c2007Description: xii, 256 pages ; 24 cmISBN:

9780470043554

Subject(s):

HOSPITALITY INDUSTRY -- CUSTOMER SERVICE

LOC classification:

TX 911.3 .T57 2007

Contents:

PART ONE. THE PROBLEM AND THE SOLUTION. 1. What Happened to My Customers? 2. Engineering the Total Customer Experience. PART TWO. REIMAGINING THE CUSTOMER EXPERIENCE. 3. Reimagining the Sale: Creating Customers Who are Happy to Buy. 4. The Hospitable Organization: Turning Customers into Guests. 5. Home Away from Home: The Art of Welcoming Customers. 6. Haven Wanted: Providing Security in an Unsafe World. 7. Open--Door Policy: The Challenge of Transparency. 8. One Size Does Not Fit All: The New Art of Customization. 9. Let Me Introduce You: Customer Communities in an Interactive World. 10. High--Tech Goes High--Touch: Using the Internet to Go Global and Go Local. 11. Everyone Is Welcome: The Challenges of Customer Diversity. 12. Your Best, and a Little Bit More: Offering Something Extra to Your Customers

Item type:

Books

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Holdings
Item type	Current library	Home library	Collection	Call number	Copy number	Status	Date due	Barcode
Books	National University - Manila	LRC - Main General Circulation	Hospitality Management	GC TX 911.3 .T57 2007 (Browse shelf(Opens below))	c.1	Available		NULIB000016325

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Includes index.

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