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Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience Hardcover – 27 Mar 2007

5.0 out of 5 stars 1 customer review

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Product details

  • Hardcover: 272 pages
  • Publisher: John Wiley & Sons; 1 edition (27 Mar. 2007)
  • Language: English
  • ISBN-10: 0470043555
  • ISBN-13: 978-0470043554
  • Product Dimensions: 16 x 2.5 x 23.6 cm
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Bestsellers Rank: 1,262,209 in Books (See Top 100 in Books)
  • See Complete Table of Contents

Product Description


"The secret to running a good hotel is making guests feel welcome, providing a memorable experience, and ensuring both physical and psychological security, 24/7. Those principles can be applied to any business trying to attract and keep customers, according to Jonathan Tisch, chief executive of Loews Corp. Hotels, part of the Tisch family business empire created by his uncle Larry and father Robert (both now deceased). With co–author Karl Weber, Mr. Tisch shares tips for forging lasting connections with customers in Chocolates on the Pillow Aren′t Enough." ( Wall Street Journal)

"An insightful primer on crafting your customer experience. I don′t care how good you are there′s a tweak or two that you can make to your customer′s experience. Let Tisch′s stories inspire you to do it a little better." (The Marketing Minute)

"In the book, author Tisch gives examples of companies that are ′doing it right′ and breaking out from the crowd of competition to offer a memorable customer experience which leads to customer loyalty a rare commodity in this over crowded commercial world." (Bizinformer)

"Jonathan Tisch, chairman and CEO of Loews Hotels, shares valuable lessons about customer service gleaned firsthand from his many years in the challenging hospitality industry. Tisch explains how to exceed expectations of good customer service and provide customers with exemplary and fulfilling experiences to keep them coming back. He offers insights into how to use technology and still keep the human touch, how to master "the art of welcome" and how to address customer concerns about physical and psychological safety. Tisch buttresses his tips and ideas with stories drawn from experiences of companies in several industries." (Fort Worth Star–Telegram)

There are a lot of great stories in this book stories we can all use to become great, not better, at creating meaningful experiences for our customers. And by combining the stories with well–thought strategies and insights, Mr. Tisch has created a winner with Chocolates on the Pillow Aren′t Enough." (InBubbleWrap)

"This is not a book about hotel guest service. It′s a book about building brands, strengthening relationships, customizing the client experience, leveraging technology, and achieving both security and transparency for clients in today′s world. Tisch offers examples and lessons from every conceivable industry sector. It′s extremely well crafted. Chocolates on the Pillow Arne′t Enough is one of those rare books you should not only read for yourself; you should share it with every person in your organization" (Client Service Insights)

"Tisch is one smart cookie and this latest book by him is a must read for anyone involved in marketing." (DownWithTyranny!)

"Tisch hits the nail on the head in describing the evolving power of ethnic and minority consumers as not only a stateside phenom, but a sign of global change in Chinese, Japanese and Indian markets. It really gives perspective to the number of customers and preferences up for grabs." (AdvertisingAge)

"Tisch pinpoints the major stresses facing many kinds of business that are making it harder to retain customers:" (USA Today)

From the Inside Flap

In today′s world, organizations of every kind from for–profit businesses to government agencies and nonprofit groups are experiencing huge difficulties in attracting and retaining clients. With competition intensifying, consumers becoming more demanding, and old ways of creating loyalty losing their impact, it′s no longer enough to offer just a good product or a useful service. Today′s consumers are looking for something more an experience that will truly enrich their lives.

As the Chairman and CEO of Loews Hotels and a global leader in the travel and tourism industry, Jonathan Tisch establishes strong and lasting connections with countless customers every day, by providing them with experiences that are unique, memorable, and deeply rewarding. And now, in Chocolates on the Pillow Aren′t Enough, he wants to help you do the same.

In an appealing and personal style, Tisch with the help of business writer Karl Weber distills the important customer relation lessons that he has learned from his successful career in the hospitality industry, and discusses how these lessons can make any organization more customer–centric. Chocolates on the Pillow Aren′t Enough will also show you how to improve every customer touch point; understand what customers really want and need; and design organizational structures to meet those needs. These ideas are brought to life through stories of triumphs achieved and challenges faced by organizations ranging from In–N–Out Burger, Commerce Bank, and Urban Outfitters to the Children′s Hospital at Montefiore, Santa Fe′s Georgia O′Keeffe Museum, and New York City′s 311 system.

The proven insights that fill these pages will help you:

  • Use technology to create intimate connections with customers without losing the human touch
  • Find ways to expand your organization′s offerings beyond the basic product or service you′re known for
  • Recognize your customers′ needs for physical and psychological safety, and develop innovative ways to meet those needs
  • Perfect the "art of the welcome," in both physical and virtual spaces
  • Balance the growing demand for transparency with realistic needs for security and confidentiality
  • And much more

Blending thought–provoking ideas with down–to–earth advice, this engaging book reveals why creating an intimate, positive, and long–lasting connection with customers is the key to success for the twenty–first–century organization, and illustrates how leaders in any field can accomplish this goal. Entertaining and informative, Chocolates on the Pillow Aren′t Enough offers a detailed look at how the right customer experience can produce long–lasting success for any organization.

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Top Customer Reviews

Format: Hardcover
The book has two main sections - a problem/solution statement and a (much longer) section on "Reimagining the Customer Experience". Each chapter has a "Big Ahas" section at the end to summarize the critical points Jonathan is trying to make and the book is generally well-written and an easy read. It is a little hotel- or hospitality-industry centric but not more than you would expect given his background.

The first section lays out why the authors think that customers are more fickle and harder to please than in the past. Arguing that there is no way to turn back the clock, they talk about "getting back to basics" and creating stronger, longer-lasting ties to customers. He quotes the CEO of Proctor and Gamble "People remember experiences. They don't remember [product] attributes." The book talks about engineering the total customer experience as the solution, starting by focusing on the totality of the customers experience across every touchpoint. Among his solution ideas are looking for ways to give your customers both simplicity and flexibility, thinking about all the touchpoints your customers have, linking with customers directly even if you are not selling directly and that customers are a moving target.

The second part has a series of chapters, most of which had some great points. These range from discussion of the power of personalization and customization in making customers feel in control and happy to buy, to the challenges of providing security. He is a big proponent of transparency, arguing that what one customers knows all will soon know and that you can get real benefits out of being more transparent. He argues that even big organizations can think small in terms of welcoming customers that you should build your future with existing customers.
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