Grokcast: Loews CEO Jonathan Tisch – Part II

Robert Gorell — Wed, 23 May 2007 07:31:01 +0000

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 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 the MP3 click here.

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

Customers Rock!

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

Wednesday:
Conversion Rate Marketing Blog – GrokDotCom by Future Now, Inc. Our Podcast.

Vacant Ready:: A hotel industry blog for hotel insiders

Thursday:
Lip-Sticking. They will also be doing a podcast.
Experience the Message

Friday:
Customer Experience Crossroads
Experienceology. They are also doing a podcast.

Grokcast: Loews Hotels’ Jonathan Tisch on Maximizing Customer Value

Robert Gorell — Wed, 23 May 2007 02:30:59 +0000

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

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Grokcast: Loews CEO Jonathan Tisch – Part II

Grokcast: Loews Hotels’ Jonathan Tisch on Maximizing Customer Value