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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 (15)

  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!

  3. The CEO of this company is like so many of the other scum that we all hear so much about. He should be put in prison for what he thinks he does so wonderful and yet screws over the public. Do not stay at a Lowes Hotel. It was a nightmare and when I tried to reach him to let him know what happened they DO NOT CARE and only wish to take everyones money and laugh in the end…. We never heard back from our complaint and tell everyone we know how pathetic they are. We own a fortune 500 company and even announced it to our entire staff. Hope they fail in the economy. They deserve it. He acts like he cares and even wrote a book on customer service. Again, it must be about what he can get out of it because they certainly don’t care about the consumer. Shame on you!

  4. Basic customer service should not come from a book. It should come from common sense.

  5. These two statements stand out for me
    ” 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.”
    Customers have definitely been spoiled and businesses must ensure that they stay on top of what their competitors are offering to ensure they retain the customers they have as well as promotion for new customers. Also customers feedback is something that should be encouraged and followed up on. Of course not every customer comment will be something you can do about but if a customer takes the time to comment then you need to as a business take the time to respond to ensure they know you ARE listening.

  6. We just stayed for the first time at lowes concord in Quebec city. I was very disappointed. We never received our turn down service, no newspaper, no 20 dollar voucher as promised for dinner, no bath robes, a dirty room and no assistance to our room with our luggage. I have been trying unsuccessfully to contact Mr Tisch. I think he should visit this site himself. cleanliness is poor. Would like to have someone address this and get back to me
    Thank you

  7. Promotional products are the best way to promote, people love free gifts. BTW i sell these:}

  8. It is a really very inretesting..
    Your website is very nice..
    congratulations..

  9. It is a really very nice..
    Your website is well working..
    congratulations..

  10. It was very interesting for me to listen to it. It is all true he is saying – clients should be won in the competetive enviroment.

  11. Nice information, thanks to the author. It is incomprehensible to me, but overall, the utility and meaning. Thanks again and good luck!

  12. its good that big companies focus on customer service it is the retention that helps you stay big and grow.

  13. For existing shopper, customer lifetime value helps companies develop customer loyalty and treatment strategies to maximize customer value. For newly acquired customers, customer lifetime value helps companies develop strategies to grow the right customers.

  14. Customer service has got to be one of everyones main aims. Giving a good service soon builds a buzz by word of mouth.

  15. I have been following Jonathan Tisch for a few years now. Very respectable man who came from humble beginnings. Thanks for the podcast very interesting.

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