TY  - BOOK
AU  - Tisch, Jonathan M.
AU  - Weber, Karl
TI  - Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience
SN  - 9780470043554
U1  - 647.94068 
PY  - 2007///
CY  - New Jersey
PB  - John Wiley & Sons Inc.
KW  - Customer Relation
KW  - Hospitality Industry
N1  - 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
ER  -