I received a copy of Jonathan Tisch‘s Chocolates on the Pillow aren’t Enough: Reinventing the Customer Experience and just finished it.
Tisch is CEO and Chairman of Loews Hotels and his book is an insightful primer on crafting your customer experience. Like Tisch, I do not believe a remarkable customer experience happens by accident. It is the result of a deep understanding, an unfettered desire and a meticulous plan to actually delight your customer.
The book is a quick and enjoyable read. Tisch draws from many different industries. Throughout the chapters, he highlights key learning points in boxes marked Your Big Aha’s.
If you’ll give Tisch a couple hours of your time, in return he’ll share insights like:
- How to use technology to create intimate connections with customers — without losing the human touch.
- Perfecting the art of the welcome in both physical and virtual spaces.
- Finding the balance between transparency and the need for confidentiality.
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.
Yes…what I appreciated about the book was that the examples and learnings were very specifically not just focused on hospitality.
I think most of what the book talks about can be applied to any business. A caveat — the majority of examples were more B-to-C than B-to-B.