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Schokolade auf dem Kissen reicht nicht: Das Kundenerlebnis neu erfinden
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eBay-Artikelnr.:186034918510
Artikelmerkmale
- Artikelzustand
- Release Year
- 2009
- ISBN
- 9780470404638
Über dieses Produkt
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0470404639
ISBN-13
9780470404638
eBay Product ID (ePID)
70933770
Product Key Features
Book Title
Chocolates on the Pillow Aren't Enough : Reinventing the Customer Experience
Number of Pages
272 Pages
Language
English
Topic
Customer Relations
Publication Year
2009
Genre
Business & Economics
Format
Trade Paperback
Dimensions
Item Height
0.8 in
Item Weight
11.1 Oz
Item Length
8.7 in
Item Width
5.7 in
Additional Product Features
Intended Audience
Trade
Dewey Edition
22
Dewey Decimal
647.94/068
Table Of Content
Acknowledgments. Introduction: The Hotelier's Secret. 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. Afterword: A Challenge That Never Ends. Endnotes. Index.
Synopsis
Praise for Chocolates on the Pillow Aren't Enough "Jonathan recognizes that in today's Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer's experience. Gimmicks come and go, but without sincere and caring people delivering the overall experience, from start to finish, well, it's true--chocolates on the pillow are not enough. A great read " --David Neeleman, founder and CEO, JetBlue Airways Corporation "If you don't work for your customer, you're not doing your job. Who better to turn to for lessons in great customer experiences than Jonathan Tisch? He has long been one of the most respected leaders in travel and hospitality, and when it comes to treating all customers like guests, to put it simply, he gets it. And then some." --Millard S. Drexler, Chairman and CEO, J. Crew Group "What brings customers back to my restaurants? Why do viewers watch my TV show? It's more than Bam It's delivering a kicked-up customer experience. Tisch is the guy who knows how to do this best. His book gives the inside scoop on how to excite your customers and bring 'em back for more." --Emeril Lagasse "Attention to detail, passion, and dedication are a few of the things that made me successful as an athlete. Jonathan knows that by doing the same in business, you maximize the customer's experience and outscore the competition." --Tiki Barber, Praise for Chocolates on the Pillow Aren't Enough "If you don't work for your customer, you're not doing your job. Who better to turn to for lessons in great customer experiences than Jonathan Tisch? He has long been one of the most respected leaders in travel and hospitality, and when it comes to treating all customers like guests, to put it simply, he gets it. And then some." Millard S. Drexler, Chairman and CEO, J. Crew Group "What brings customers back to my restaurants? Why do viewers watch my TV show? It's more than Bam! It's delivering a kicked-up customer experience. Tisch is the guy who knows how to do this best. His book gives the inside scoop on how to excite your customers and bring 'em back for more." Emeril Lagasse "Attention to detail, passion, and dedication are a few of the things that made me successful as an athlete. Jonathan knows that by doing the same in business, you maximize the customer's experience and outscore the competition." Tiki Barber "Jonathan recognizes that in today's Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer's experience. Gimmicks come and go, but without sincere and caring people delivering the overall experience from start to finish, well, it's true chocolates on the pillow are not enough. A great read!" David Neeleman, founder and former CEO, JetBlue Airways Corporation, Today, leaders of all stripes--whether they're in business, government, or non-profit--must find a way to improve the performance of their respective organizations. One fact usually overlooked by leaders who go through this process is that a customer's experience can, and often does, influence their decision., Praise for Chocolates on the Pillow Aren't Enough "Jonathan recognizes that in today's Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer's experience. Gimmicks come and go, but without sincere and caring people delivering the overall experience, from start to finish, well, it's true--chocolates on the pillow are not enough. A great read!" --David Neeleman, founder and CEO, JetBlue Airways Corporation "If you don't work for your customer, you're not doing your job. Who better to turn to for lessons in great customer experiences than Jonathan Tisch? He has long been one of the most respected leaders in travel and hospitality, and when it comes to treating all customers like guests, to put it simply, he gets it. And then some." --Millard S. Drexler, Chairman and CEO, J. Crew Group "What brings customers back to my restaurants? Why do viewers watch my TV show? It's more than Bam! It's delivering a kicked-up customer experience. Tisch is the guy who knows how to do this best. His book gives the inside scoop on how to excite your customers and bring 'em back for more." --Emeril Lagasse "Attention to detail, passion, and dedication are a few of the things that made me successful as an athlete. Jonathan knows that by doing the same in business, you maximize the customer's experience and outscore the competition." --Tiki Barber, Praise for Chocolates on the Pillow Aren't Enough Jonathan recognizes that in today's Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer's experience. Gimmicks come and go, but without sincere and caring people delivering the overall experience, from start to finish, well, it's true--chocolates on the pillow are not enough. A great read --David Neeleman, founder and CEO, JetBlue Airways Corporation If you don't work for your customer, you're not doing your job. Who better to turn to for lessons in great customer experiences than Jonathan Tisch? He has long been one of the most respected leaders in travel and hospitality, and when it comes to treating all customers like guests, to put it simply, he gets it. And then some. --Millard S. Drexler, Chairman and CEO, J. Crew Group What brings customers back to my restaurants? Why do viewers watch my TV show? It's more than Bam It's delivering a kicked-up customer experience. Tisch is the guy who knows how to do this best. His book gives the inside scoop on how to excite your customers and bring 'em back for more. --Emeril Lagasse Attention to detail, passion, and dedication are a few of the things that made me successful as an athlete. Jonathan knows that by doing the same in business, you maximize the customer's experience and outscore the competition. --Tiki Barber
LC Classification Number
HF5415.5
As told to
Weber, Karl
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