Chocolates on The Pillow Aren’t Enough - Jonathan Tisch with Karl Weber

Chocolates on The Pillow Aren't Enough

I tend to sit and up and listen when a book is written a practioner.  Jonathan Tisch is a CEO of the Loews Hotels, a midsize chain of luxury hotels that is a subsidiary of Loews Corporation.  It helps it was nominated Best Business Book of 2007 by the Quill Awards.  He addresses the changing faces of customers and how the world has changed.  One of which is proving security in an unsafe world.

Striking the balance between safety and comfort does not fall under an organization’s legal and accounting departments only. Paranoia over legal liabilites has led some organizations to develop defensive strategies from elaborate disclaimer statements to complex and intimidating consumer warnings that only heighten the atmosphere of anxiety.  The challenge of making customers feel secure - physically and psychologically - falls on sales, marketing, design and service experts who are close to customer to find that right balance between safety and comfort, making the customers feel at ease and secure without creating the feeling of being in a high security prison. He shared research details how intense security in airports has ultimately not made anyone feel any more secure.

With the challenge of transparency, he gave some solid examples of initiatives taken by the US government.  Definitely things that can adopted locally.  Gone are the days when information is kept under tight control.  Expect the fact if one customer knows about, every customer will know about it through the Internet.  When customers are forcing transparency, don’t fight the war but join them.  The most profitable customer is ultimately the most informed customer.  When the issue of trust is so prevalent, openness is the price you have to pay for customer trust. The reader needs to look at these ideas and suggestions and find connections for local application because the book is obviously US-centric.

Review by: Freda Liu, BFM 89.9 DeeJay (Business Interviewer) and Voice Coach

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