Book report
The book Chocolates on the Pillow Aren’t Enough: Reinventing the Customer Experience, is a masterpiece on the changing relationship between business organizations and consumers in modern society. Tisch, the author, shares some customer relation lesson from his experiences in the hospitality industry. The authors use popular businesses like In-N-Out Burger as case studies to explain the association between customer service and company success. They recognize that the only factor that differentiates customer’s experience is the people-to-people connections.
The first two chapters identify the undergoing interferences that have forced clients to become extremely demanding, smart, and knowledgeable. Therefore, offering customers basic things extraordinarily and in a caring manner ensures success by making customers feel comfortable and special.
The third chapter emphasizes the significance of a company’s sales division. It presents the hotel sale process’s management as the most vital section that should provide the guests with a comfortable environment. The process should encompass the management of unexpected situations like sicknesses, accidents, and death.
The fourth chapter reiterates the unexpected situations and highlights the importance of providing basic health care facilities within the hotel. The fifth chapter emphasizes perfecting the “art of the welcome” in the virtual and physical places to create a lasting impression. Using smart electronic devices near entry zones fulfills this purpose uniquely.
The sixth chapter covers ensuring clients’ safety alongside comfort in the hotel industry. The authors stress on balancing the demand for transparency with the need for confidentiality and security. They end the book by providing suggestions to manage the clients’ cultural diversity.
Overall, the book emphasizes on customer-based strategies regarding service provision. It analyzes the clients’ requirements from both strategic and consumers’ viewpoint. The authors underscore the significance of the sales division in a hotel business future.