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Wednesday, May. 23, 2007 at 3:31 pm

Grokcast: Loews CEO Jonathan Tisch – Part II

By Robert Gorell
May 23rd, 2007

jonathan_tisch.jpgJonathan Tisch, CEO of Lowes Hotels, has been doing a blog book tour this past week to promote his new book, Chocolates on the Pillow Aren’t Enough: Reinventing the Customer Experience. (In case you missed the first part of the interview, you can listen to it here.)

In Part II of Bryan’s interview with Tisch, the two discuss:

  • How to deal with difficult customers and turn them around
  • How to empower front line workers to delight customers
  • Stepping out of his role as CEO to train with other “co-workers” in the field
  • The value of embracing diversity
  • How the travel pricing engines changed the hotel industry and what what they did to adjust
  • What to do when you sell a commodity
  • Measuring and making customer experience accountable
  • Balancing hard financial metrics and softer experience metrics
  • The importance of listening to trends
  • What graduates just getting into the workforce should focus on

Click here to listen to Part 2 of Jonathan Tisch and Bryan Eisenberg

To download Part 2 of Jonathan Tisch and Bryan Eisenberg the MP3 click here.

If you want more of Jonathan you can catch him at:
This past Monday:
Experience Manifesto

Customers Rock!

This past Tuesday:
The Engaging Brand . They will be doing both a Q&A and podcast.

Conversion Rate Marketing Blog – GrokDotCom by Future Now, Inc. Our Podcast.

Vacant Ready:: A hotel industry blog for hotel insiders

Lip-Sticking. They will also be doing a podcast.
Experience the Message

Customer Experience Crossroads
Experienceology. They are also doing a podcast.

Add Your Comments

Comments (3)

  1. It is a really very nice..
    Your website is a well working..

  2. i love how customer oriented this site is for business growth

  3. Experience is the new commodity. Service can be bad and the product can be rotten if the customers is enjoying themselves.

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