Reviews
Of course, the risk of ripped-from-the-headlines examples of marketing success is that they can quickly become outdated. The book cites Gap Inc.'s new Forth & Towne clothing stores, aimed at female baby boomers, as an example of a strategy for creating "an alluring, intriguing place for shopping." Last month, Gap pulled the plug, saying Forth & Towne didn't seem like a promising long-term investment. Oddly, the book is short on details about building loyalty in the hotel business, such as the efforts that staffers at the Loews Hotel in New Orleans made to help guests during Hurricane Katrina, shuttling them to safety in two SUVs that had been stored in the hotel garage as prizes for a "Wheel of Fortune" segment taped in the city. Readers would probably like to hear, for example, how the Loews Regency Hotel in New York inspires loyalty from Hollywood guests, many of whom have stayed there for decades. Maybe Mr. Tisch is protecting their privacy -- or saving his best stories for the next book. ("The Wall Street Journal," March 21, 2007) "An insightful primer on crafting your customer experience. 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." ("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 to offer a memorable customer experience which leads to customer loyalty--a rare commodity in this over crowded commercial world." ("Bizinformer") "Jonathan Tisch, chairman and CEO of Loews Hotels, shares valuable lessons about customer service gleaned firsthandfrom his many years in the challenging hospitality industry. Tisch explains how to exceed expectations of good customer service and provide customers with exemplary and fulfilling experiences to keep them coming back. He offers insights into how to use technology and still keep the human touch, how to master "the art of welcome" and how to address customer concerns about physical and psychological safety. Tisch buttresses his tips and ideas with stories drawn from experiences of companies in several industries." ("Fort Worth Star-Telegram") "The secret to running a good hotel is making guests feel welcome, providing a memorable experience, and ensuring both physical and psychological security, 24/7. Those principles can be applied to any business trying to attract and keep customers, according to Jonathan Tisch, chief executive of Loews Corp. Hotels, part of the Tisch family business empire created by his uncle Larry and father Robert (both now deceased). With co-author Karl Weber, Mr. Tisch shares tips for forging lasting connections with customers in "Chocolates on the Pillow Aren't Enough,""--Wall Street Journal, "The secret to running a good hotel is making guests feel welcome, providing a memorable experience, and ensuring both physical and psychological security, 24/7. Those principles can be applied to any business trying to attract and keep customers, according to Jonathan Tisch, chief executive of Loews Corp. Hotels, part of the Tisch family business empire created by his uncle Larry and father Robert (both now deceased). With co-author Karl Weber, Mr. Tisch shares tips for forging lasting connections with customers in Chocolates on the Pillow Aren't Enough ." ( Wall Street Journal ) "An insightful primer on crafting your customer experience. 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." ( 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 to offer a memorable customer experience which leads to customer loyalty-a rare commodity in this over crowded commercial world." ( Bizinformer ) "Jonathan Tisch, chairman and CEO of Loews Hotels, shares valuable lessons about customer service gleaned firsthand from his many years in the challenging hospitality industry. Tisch explains how to exceed expectations of good customer service and provide customers with exemplary and fulfilling experiences to keep them coming back. He offers insights into how to use technology and still keep the human touch, how to master "the art of welcome" and how to address customer concerns about physical and psychological safety. Tisch buttresses his tips and ideas with stories drawn from experiences of companies in several industries." ( Fort Worth Star-Telegram ) There are a lot of great stories in this book-stories we can all use to become great, not better, at creating meaningful experiences for our customers. And by combining the stories with well-thought strategies and insights, Mr. Tisch has created a winner with Chocolates on the Pillow Aren't Enough ." ( InBubbleWrap ) "This is not a book about hotel guest service. It's a book about building brands, strengthening relationships, customizing the client experience, leveraging technology, and achieving both security and transparency for clients in today's world. Tisch offers examples and lessons from every conceivable industry sector. It's extremely well crafted. Chocolates on the Pillow Arne't Enough is one of those rare books you should not only read for yourself; you should share it with every person in your organization" ( Client Service Insights ) "Tisch is one smart cookie and this latest book by him is a must read for anyone involved in marketing." ( DownWithTyranny! ) "Tisch hits the nail on the head in describing the evolving power of ethnic and minority consumers as not only a stateside phenom, but a sign of global change in Chinese, Japanese and Indian markets. It really gives perspective to the number of customers-and preferences-up for grabs." ( AdvertisingAge ) "Tisch pinpoints the major stresses facing many kinds of business that are making it harder to retain customers:" ( USA Today )
