"The secret to running a good hotel is making guests feel welcome, providing a memorable experience, and ensuring both physical andpsychological security, 24/7. Those principles can be applied toany business trying to attract and keep customers, according toJonathan Tisch, chief executive of Loews Corp. Hotels, part of theTisch family business empire created by his uncle Larry and fatherRobert (both now deceased). With co-author Karl Weber, Mr. Tischshares tips for forging lasting connections with customers inChocolates on the Pillow Aren't Enough.„ (WallStreet Journal)
“An insightful primer on crafting your customer experience. Idon't care how good you are--there's a tweak or two that youcan make to your customer's experience. Let Tisch's stories inspireyou to do it a little better.„ (The Marketing Minute)
“In the book, author Tisch gives examples of companies that are'doing it right' and breaking out from the crowd of competition tooffer a memorable customer experience which leads to customerloyalty--a rare commodity in this over crowded commercialworld.„ (Bizinformer)
“Jonathan Tisch, chairman and CEO of Loews Hotels, sharesvaluable lessons about customer service gleaned firsthand from hismany years in the challenging hospitality industry. Tisch explainshow to exceed expectations of good customer service and providecustomers with exemplary and fulfilling experiences to keep themcoming back. He offers insights into how to use technology andstill keep the human touch, how to master „the art of welcome“ andhow to address customer concerns about physical and psychologicalsafety. Tisch buttresses his tips and ideas with stories drawn fromexperiences of companies in several industries." (Fort WorthStar-Telegram)
There are a lot of great stories in this book--stories wecan all use to become great, not better, at creating meaningfulexperiences for our customers. And by combining the stories withwell-thought strategies and insights, Mr. Tisch has created awinner with Chocolates on the Pillow Aren't Enough.„(InBubbleWrap)
“This is not a book about hotel guest service. It's a book aboutbuilding brands, strengthening relationships, customizing theclient experience, leveraging technology, and achieving bothsecurity and transparency for clients in today's world. Tischoffers examples and lessons from every conceivable industry sector. It's extremely well crafted. Chocolates on the Pillow Arne'tEnough is one of those rare books you should not only read foryourself; you should share it with every person in yourorganization„ (Client Service Insights)
“Tisch is one smart cookie and this latest book by him is a mustread for anyone involved in marketing.„(DownWithTyranny!)
“Tisch hits the nail on the head in describing the evolvingpower of ethnic and minority consumers as not only a statesidephenom, but a sign of global change in Chinese, Japanese and Indianmarkets. It really gives perspective to the number ofcustomers--and preferences--up for grabs.„(AdvertisingAge)
“Tisch pinpoints the major stresses facing many kinds ofbusiness that are making it harder to retain customers:" (USAToday)