Picked up an great new book last week,  Chocolates on the Pillow Aren’t Enough: Reinventing The Customer Experience.  Very interesting behind the scenes look at keys to success in a service business by Jonathan M. Tisch, Chairman and CEO of Loews Hotels.  There is A LOT to learn here.  And all of us need to be paying attention.  Covering lots of great topics like:

  • Creating customers who are happy to buy
  • Turning customers into guests
  • The art of welcoming customers
  • Providing security in an unsafe world

I love the way that every chapter ends with a summary of the big aha’s.  This is definitely the kind of thing that guest services teams could use to re-imagine their implementation strategies.

Think any of that matters in your world?  Oh yeah!  Most of us are right there wondering how to get better.  You can order your copy right here.

Chocolates on the Pillow Aren’t Enough