Introduction : the Hotelier's secret
The problem and the solution
What happened to my customers?
Engineering the total customer experience
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
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.
OBNB doesn't sell books, but you may be able to find a copy at one of these websites:
Chocolates on the pillow aren't enough : reinventing the customer experience by Jonathan M. Tisch. ISBN 9780470043554. Published by John Wiley in 2007. Publication and catalogue information, links to buy online and reader comments.
