By Jonathan M. Tisch
Praise for goodies at the Pillow are not adequate
''Jonathan acknowledges that during present day Internet-fed, savvy-consumer global, it's the people-to-people connections, despite rate aspect, that differentiate a customer's event. Gimmicks come and cross, yet with out honest and being concerned humans supplying the general event, from begin to end, good, it truly is true--chocolates at the pillow are usually not sufficient. a superb read!'' —David Neeleman, founder and CEO, JetBlue airlines Corporation
''If you do not paintings on your purchaser, you are not doing all your activity. Who larger to show to for classes in nice consumer stories than Jonathan Tisch? He has lengthy been the most revered leaders in shuttle and hospitality, and by way of treating all shoppers like site visitors, to place it easily, he will get it. after which some.'' —Millard S. Drexler, Chairman and CEO, J. group Group
''What brings shoppers again to my eating places? Why do audience watch my television exhibit? it is greater than Bam! it really is offering a kicked-up buyer adventure. Tisch is the fellow who is familiar with how you can do that top. His e-book provides the interior scoop on the way to excite your consumers and produce 'em again for more.'' —Emeril Lagasse
''Attention to element, ardour, and commitment are a number of the issues that made me profitable as an athlete. Jonathan understands that by way of doing an identical in enterprise, you maximize the customer's adventure and outscore the competition.'' —Tiki Barber
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Additional resources for Chocolates on the Pillow Aren't Enough: Reinventing The Customer Experience
But what if you work for an organization that sells products—especially mundane products that many people take for granted? How can you offer customers a unique experience that will create a powerful bond between them and your company? For an answer, we need look no further than the leader in the personal computer industry—Dell Computer, which has built today’s leading computer and personal electronics business based on its uniquely user-friendly, we-build-it-to-your-specs computer purchasing system.
Now, in a world where religion can be controversial, what effect does this gentle proselytizing by In-N-Out have on its relationship with customers? On the whole, it seems to be positive. The fact that the Bible verses themselves do not appear on the cups and wrappers softens the message; most customers agree that if a quotation from the Bible were blazoned across the front of a soda cup, it would be too “in-your-face” and would probably turn them off. As it is, the almost-hidden lettering appears to add to the mystique of In-N-Out, prompting more rumors and questions: Is the chain owned by a religious sect?
Qxd 1/11/07 11:10 AM Page 29 Engineering the Total Customer Experience 29 How will In-N-Out maintain its unique customer appeal in the years to come? What will happen to the company when the founding generation passes from the scene? 8) If the company decides to expand more aggressively, will it water down the chain’s old-fashioned attitude, its reputation for product quality, and its made-from-scratch, satisfy-the-customer philosophy? Only time can tell. But millions of In-N-Out fans are hoping and praying the company will keep on doing what it’s doing because they love it just the way it is.