TY  - BOOK
AU  - Tisch, Jonathan M.
AU  - Weber, Karl 
TI  - Chocolates on the pillow aren't enough: reinventing the customer experience 
SN  - 9780470043554
AV  - TX 911.3 .T57 2007 
PY  - 2007///
CY  - New Jersey
PB  - Wiley
KW  - HOSPITALITY INDUSTRY -- CUSTOMER SERVICE
N1  - Includes index; 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
ER  -