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Wednesday, May. 23, 2007 at 10:30 am

Grokcast: Loews Hotels’ Jonathan Tisch on Maximizing Customer Value

By Robert Gorell
May 23rd, 2007

Chocolates on the Pillow Aren't EnoughAs Chairman & CEO of Loews Hotels, Jonathan Tisch has helped the luxury hotel chain to further its reputation as a premier brand in one of today’s most highly competitive markets: the hotel business. His new book, Chocolates on the Pillow Aren’t Enough: Reinventing the Customer Experience, isn’t just another wake-up call for businesses to address to the customer’s needs; it’s a lively account of the challenges and opportunities facing complex organizations in a fragmented, experience-driven world, where word-of-mouth is king, and customers play the cards you’ve deal them any which way they choose.

Sounds like every business you know? Sure it does. And that’s why this book couldn’t have come at a better time.

In Part I of this two-part edition of Grokcast, Bryan Eisenberg explores Tisch’s thoughts on:

  • How to break through the clutter to make superb impressions on customers (or in has case, “guests”).
  • How the customer experience has/hasn’t changed in recent decades.
  • Distinguishing your brand, even in highly competitive markets.
  • How to engage employees (he calls them “co-workers”) to rally an organization to the same cause.
  • How myriad options have spoiled the customer, and what your business must do to adjust.
  • Using customer feedback to improve your business in real time.
  • Why transparency is vital in today’s economy.
  • How to defuse a negative situation, and turn it around–quickly.
  • Why unsavory customer feedback is so viral.
  • How to ensure that people have nice things to say about your brand.

Click here to listen to Part 1 of Jonathan Tisch and Bryan Eisenberg
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To download Part 1 of Jonathan Tisch and Bryan Eisenberg the MP3 click here

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Comments (2)

  1. [...] Jonathan Tisch, CEO of Lowes Hotels, has been doing a blog book tour this past week to promote his fantastic new book. In case you missed the first part of Bryan Eisenberg's interview with Jonathan Tisch you can listen to it here. [...]

  2. WE JUST STAYED AT THE DON CZAR AND WILL NEVER GO BACK.THE ROOM BACKED THE ELEVATOR SO THE NOISE KEPT US AWAKE ALL NIGHT.THE TOWELS WERE OLD AND THIN,NOT FLUFFY,THEN WE REALIZED YOU COULD NOT ADJUST THE A/C[A SUITE COSTING $1600 AND YOU CANNOY ADJUST THE A/C/THE STAFF OFFERED US 100.00 OFF TO STAY IN THE ROOM .WE MOVED TO ANOTHER SUITE THAT WAS QUIET AND YOU COULD ADJUST THE A/C.NIGHTMARE THAT COST US 2 THOUSAND DOLLARS.NEVER AGAIN!

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