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. (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…

...continue to read "Grokcast: Loews CEO Jonathan Tisch – Part II"

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,…

...continue to read "Grokcast: Loews Hotels’ Jonathan Tisch on Maximizing Customer Value"