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Chocolates on the pillow aren't enough

Author: Tisch, Jonathan M. Publisher: Wiley, 2007.Language: EnglishDescription: 256 p. ; 23 cm.ISBN: 0470043555Type of document: BookBibliography/Index: Includes index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Asia Campus
Main Collection
Print HF5415.5 .T57 2007
(Browse shelf)
Available 900183994
Total holds: 0

Includes index


CONTENTS Chocolates on the Pillow Aren't Enough Chocolates on the Pillow Aren't Enough Acknowledgments Introduction: The Hotelier's Secret PART ONE THE PROBLEM AND THE SOLUTION 1 2 What Happened to My Customers? Engineering the Total Customer Experience PART TWO REIMAGINING THE CUSTOMER EXPERIENCE Reimagining the Sale: Creating Customers Who Are Happy to Buy The Hospitable Organization: Turning Customers into Guests Home Away from Home: The Art of Welcoming Customers Haven Wanted: Providing Security in an Unsafe World Open-Door Policy: The Challenge of Transparency One Size Does Not Fit All: The New Art of Customization Let Me Introduce You: Customer Communities in an Interactive World High-Tech Goes High-Touch: Using the Internet to Go Global and Go Local 43 63 77 95 113 133 155 177 11 12 Everyone Is Welcome: The Challenges of Customer Diversity Your Best, and a Little Bit More: Offering Something Extra to Your Customers Afterword: A Challenge That Never Ends Endnotes Index 193 207 233 235 251

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