Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience
Material type:
TextPublication details: New Jersey John Wiley & Sons Inc. 2007Description: 256pISBN: - 9780470043554
- 647.94068 TIS
| Item type | Current library | Item location | Collection | Call number | Status | Date due | Barcode | Item holds | |
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NIMA Knowledge Centre | 7th Floor Reading Zone | General | 647.94068 TIS (Browse shelf(Opens below)) | Available | M0022832 |
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| 647.94068 MED The Business of Hotels | 647.94068 MED The Business of Hotels | 647.94068 TES Principles of Management for the Hospitality Industry | 647.94068 TIS Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience | 647.94092 JON Professional Management of Housekeeping Operations | 647.94092 SHA Four Seasons: The Story of a Business Philosophy | 647.95092 GIL How Starbucks Saved My Life: The Riches to Rags Story of a Man who had it all, Then Lost it all and Found it Again |
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
Afterword: A Challenge That Never Ends
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