Acknowledgments.
Introduction: The Hotelier’s Secret.
PART ONE. THE PROBLEM AND THE SOLUTION.
1. What Happened to My Customers?
2. Engineering the Total Customer Experience.
PART TWO. REIMAGINING THE CUSTOMER EXPERIENCE.
3. Reimagining the Sale: Creating Customers Who are Happy to Buy.
4. The Hospitable Organization: Turning Customers into Guests.
5. Home Away from Home: The Art of Welcoming Customers.
6. Haven Wanted: Providing Security in an Unsafe World.
7. Open-Door Policy: The Challenge of Transparency.
8. One Size Does Not Fit All: The New Art of Customization.
9. Let Me Introduce You: Customer Communities in an Interactive World.
10. High-Tech Goes High-Touch: Using the Internet to Go Global and Go Local.
11. Everyone Is Welcome: The Challenges of Customer Diversity.
12. Your Best, and a Little Bit More: Offering Something Extra to Your Customers.
Afterword: A Challenge That Never Ends.
Endnotes.
Index.
Jonathan M. Tisch is Chairman and CEO of Loews Hotels. Recognized as a preeminent leader of the nation's travel and tourism industry, Tisch is also Chairman of the Travel Business Roundtable and NYC & Company, the city's official tourism marketing organization. In 2005, he became the host of Open Exchange: Beyond the Boardroom with Jonathan Tisch, a fourteen-episode series of one-on-one interviews with America's preeminent CEOs and business luminaries. Tisch is also coauthor of the bestseller The Power of We (Wiley).
Karl Weber is a freelance writer specializing in business and current affairs. He is coauthor, with Jonathan Tisch, of the bestseller The Power of We. Weber collaborated withAndrew W. Savitz on The Triple Bottom Line (Jossey-Bass, an imprint of Wiley), a book examining the issues surrounding sustainable business management.
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