Includes bibliographical references (pages 235-249) and index
Contents:
Introduction : the Hotelier's secret The problem and the solution What happened to my customers? Engineering the total customer experience Reimagining the customer experience Reimagining the sale : creating customers who are happy to buy The hospitable organization : turning customers into guests Home away from home : the art of welcoming customers Haven wanted : providing security in an unsafe world Open-door policy : the challenge of transparency One size does not fit all : the new art of customization Let me introduce you : customer communities in an interactive world High-tech goes high-touch : using the Internet to go global and go local Everyone is welcome : the challenges of customer diversity Your best, and a little bit more : offering something extra to your customers Afterword : a challenge that never ends Endnotes Index
