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Grokcast: Loews CEO Jonathan Tisch – Part II

Posted By Robert Gorell On May 23, 2007 @ 3:31 pm In Customer Experience,Grokcast,Interviews | 3 Comments

jonathan_tisch.jpg [1]Jonathan 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 [2]. (In case you missed the first part of the interview, you can listen to it here [3].)

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 [4] the MP3 click here.

If you want more of Jonathan you can catch him at:
This past Monday:
Experience Manifesto [5]

Customers Rock! [6]

This past Tuesday:
The Engaging Brand [7]. They will be doing both a Q&A and podcast.

Conversion Rate Marketing Blog – GrokDotCom by Future Now, Inc [3]. Our Podcast.

Vacant Ready:: A hotel industry blog for hotel insiders [8]

Lip-Sticking [9]. They will also be doing a podcast.
Experience the Message [10]

Customer Experience Crossroads [11]
Experienceology [12]. They are also doing a podcast.

Article printed from Conversion Rate Optimization & Marketing Blog | FutureNow: http://www.grokdotcom.com

URL to article: http://www.grokdotcom.com/2007/05/23/grokcast-loews-ceo-jonathan-tisch-part-ii/

URLs in this post:

[1] Image: http://www.grokdotcom.com/wp-content/uploads/Robert/jonathan_tisch.jpg

[2] Chocolates on the Pillow Aren’t Enough: Reinventing the Customer Experience: http://www.amazon.com/o/ASIN/0470043555/ref=s9_asin_image_1/002-9568500-0229639?pf_rd_m=ATVPDKIKX0DER&pf_rd_s=center-1&pf_rd_r=1FJAMFJ0A2MFSEADDD2Y&pf_rd_t=101&pf_rd_p=288448401&pf_rd_i=507846

[3] listen to it here: http://www.grokdotcom.com/2007/05/23/grokcast-loews-hotels-jonathan-tisch-on-maximizing-customer-value/

[4] Part 2 of Jonathan Tisch and Bryan Eisenberg: http://www.grokdotcom.com/podcasts/JonathanTischInterviewPart2.mp3

[5] Experience Manifesto: http://blog.brandexperiencelab.org/experience_manifesto/

[6] Customers Rock!: http://customersrock.wordpress.com/

[7] The Engaging Brand : http://theengagingbrand.typepad.com/

[8] Vacant Ready:: A hotel industry blog for hotel insiders: http://www.vacantready.com/

[9] Lip-Sticking: http://www.lipsticking.com/

[10] Experience the Message: http://experiencethemessage.typepad.com/blog/

[11] Customer Experience Crossroads: http://www.arc.typepad.com/customercrossroads/

[12] Experienceology: http://experienceology.blogspot.com/

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