Devoted to customer service and the principles of exceptional customer services

Jonathan Tisch, Chairman and CEO of Loews Hotels has come out with a new book titled Chocolates on the Pillow Aren’t Enough:  Reinventing the Customer Experience.  I don’t know about you, but I’m a chocolate lover and chocolates are good enough for me ;)  

All kidding aside, I haven’t read the book yet, but I did look at Jonathan Tisch’s tips on how to create innovative customer experiences.  All the tips are good, but here are a few noteworthy ones (the words in bold are Jonathan‘s words and the comments are mine):

Start planning your business around your customers, not your goods or services - when we start a business, we tend to focus too much on “getting the product out there” instead of connecting with people and letting them get to know you.  Think about the people and what they do - then incorporate your product in a way that will make their life easier.  

Don't be afraid to learn from seemingly unrelated businesses (i.e. a bank might study retailers for ideas) - I’ve always believed that each and every one of us has something to teach.  

Make your organization transparent and accessible to your customers - I’ll say it here again..Having a blog will create transparency for your business.  Always be honest and communicate as much as you can with your customers.  Have a phone number, email, blog - just have some way for them to talk to you! 

Break the rules if necessary to enhance customer service - stop telling your customers about “company policy”.  Do whatever you can to make them happy!

Jonathan says this about his book:

Token chocolates on the pillow aren’t going to bring customers back.  The way to stand out from the competition is to reinvent the customer experience…to give your customers something unexpected.  Customers will embrace your brand enthusiastically if you find creative ways to make them feel special.