Chocolates on the Pillow Aren't Enough: Reinventing The Customer Experience

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.