Jonathan M. Tisch is Chairman and CEO of Loews Hotels. Recognized as a preeminent leader of the nation's travel and tourism industry, Tisch is also Chairman of the Travel Business Roundtable and NYC & Company, the city's official tourism marketing organization. In 2005, he became the host of Open Exchange: Beyond the Boardroom with Jonathan Tisch, a fourteen-episode series of one-on-one interviews with America's preeminent CEOs and business luminaries. Tisch is also coauthor of the bestseller The Power of We (Wiley). Karl Weber is a freelance writer specializing in business and current affairs. He is coauthor, with Jonathan Tisch, of the bestseller The Power of We. Weber collaborated withAndrew W. Savitz on The Triple Bottom Line (Jossey-Bass, an imprint of Wiley), a book examining the issues surrounding sustainable business management.

Acknowledgments.

Introduction: The Hotelier's Secret.

PART ONE. THE PROBLEM AND THE SOLUTION.

1. What Happened to My Customers?

2. Engineering the Total Customer Experience.

PART TWO. REIMAGINING THE CUSTOMER EXPERIENCE.

3. Reimagining the Sale: Creating Customers Who are Happy to
Buy.

4. The Hospitable Organization: Turning Customers into
Guests.

5. Home Away from Home: The Art of Welcoming Customers.

6. Haven Wanted: Providing Security in an Unsafe World.

7. Open-Door Policy: The Challenge of Transparency.

8. One Size Does Not Fit All: The New Art of Customization.

9. Let Me Introduce You: Customer Communities in an Interactive
World.

10. High-Tech Goes High-Touch: Using the Internet to Go Global
and Go Local.

11. Everyone Is Welcome: The Challenges of Customer
Diversity.

12. Your Best, and a Little Bit More: Offering Something Extra
to Your Customers.

Afterword: A Challenge That Never Ends.

Endnotes.

Index.

"The secret to running a good hotel is making guests feel welcome,
providing a memorable experience, and ensuring both physical and
psychological security, 24/7. Those principles can be applied to
any business trying to attract and keep customers, according to
Jonathan Tisch, chief executive of Loews Corp. Hotels, part of the
Tisch family business empire created by his uncle Larry and father
Robert (both now deceased). With co-author Karl Weber, Mr. Tisch
shares tips for forging lasting connections with customers in
Chocolates on the Pillow Aren't Enough." (Wall
Street Journal)

"An insightful primer on crafting your customer experience. I
don't care how good you are--there's a tweak or two that you
can make to your customer's experience. Let Tisch's stories inspire
you to do it a little better." (The Marketing Minute)

"In the book, author Tisch gives examples of companies that are
'doing it right' and breaking out from the crowd of competition to
offer a memorable customer experience which leads to customer
loyalty--a rare commodity in this over crowded commercial
world." (Bizinformer)

"Jonathan Tisch, chairman and CEO of Loews Hotels, shares
valuable lessons about customer service gleaned firsthand from his
many years in the challenging hospitality industry. Tisch explains
how to exceed expectations of good customer service and provide
customers with exemplary and fulfilling experiences to keep them
coming back. He offers insights into how to use technology and
still keep the human touch, how to master "the art of welcome" and
how to address customer concerns about physical and psychological
safety. Tisch buttresses his tips and ideas with stories drawn from
experiences of companies in several industries." (Fort Worth
Star-Telegram)

There are a lot of great stories in this book--stories we
can all use to become great, not better, at creating meaningful
experiences for our customers. And by combining the stories with
well-thought strategies and insights, Mr. Tisch has created a
winner with Chocolates on the Pillow Aren't Enough."
(InBubbleWrap)

"This is not a book about hotel guest service. It's a book about
building brands, strengthening relationships, customizing the
client experience, leveraging technology, and achieving both
security and transparency for clients in today's world. Tisch
offers examples and lessons from every conceivable industry sector.
It's extremely well crafted. Chocolates on the Pillow Arne't
Enough is one of those rare books you should not only read for
yourself; you should share it with every person in your
organization" (Client Service Insights)

"Tisch is one smart cookie and this latest book by him is a must
read for anyone involved in marketing."
(DownWithTyranny!)

"Tisch hits the nail on the head in describing the evolving
power of ethnic and minority consumers as not only a stateside
phenom, but a sign of global change in Chinese, Japanese and Indian
markets. It really gives perspective to the number of
customers--and preferences--up for grabs."
(AdvertisingAge)

"Tisch pinpoints the major stresses facing many kinds of
business that are making it harder to retain customers:" (USA
Today)