A guidebook to reinventing the customer experience

Picture_2_5 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.

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2 comments on “A guidebook to reinventing the customer experience

  1. Cam Beck says:

    Drew – Are the lessons applicable beyond the hotel industry?

  2. Cam,

    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.

    Drew

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