Jonathan M. Tisch & Karl Weber 
Chocolates on the Pillow Aren’t Enough 
Reinventing The Customer Experience

Praise for Chocolates on the Pillow Aren’t Enough

‘Jonathan recognizes that in today’s Internet-fed,
savvy-consumer world, it is the people-to-people connections,
regardless of price point, that differentiate a customer’s
experience. Gimmicks come and go, but without sincere and caring
people delivering the overall experience, from start to finish,
well, it’s true–chocolates on the pillow are not enough. A great
read!’

–David Neeleman, founder and CEO, Jet Blue Airways
Corporation

‘If you don’t work for your customer, you’re not doing your job.
Who better to turn to for lessons in great customer experiences
than Jonathan Tisch? He has long been one of the most respected
leaders in travel and hospitality, and when it comes to treating
all customers like guests, to put it simply, he gets it. And then
some.’

–Millard S. Drexler, Chairman and CEO, J. Crew Group

‘What brings customers back to my restaurants? Why do viewers
watch my TV show? It’s more than Bam! It’s delivering a kicked-up
customer experience. Tisch is the guy who knows how to do this
best. His book gives the inside scoop on how to excite your
customers and bring ’em back for more.’

–Emeril Lagasse

‘Attention to detail, passion, and dedication are a few of the
things that made me successful as an athlete. Jonathan knows that
by doing the same in business, you maximize the customer’s
experience and outscore the competition.’

–Tiki Barber

Table of Content

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.

About the author

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 with Andrew W.
Savitz on The Triple Bottom Line (Jossey-Bass, an imprint of
Wiley), a book examining the issues surrounding sustainable
business management.