As 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

 

 

 

 

 

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