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Loews Hotel CEO Laments Loss of Customer Service

Jonathan Tisch is the chairman and CEO of Loews Hotels an 18-hotel chain who has recently blogged about the "Lost Art of Customer Service: When Chocolates on the Pillow Aren't Enough" on the Huffington Post blog. Tisch also wrote a book on the same topic with a similar title, Chocolates on the Pillow Aren’t Enough: Reinventing the Customer Experience.

Tisch spends most of his post, pointing out positive examples of customer service--Commerce Bank for having extended hours, In-N-Out for a secret menu, and Build-A-Bear for creating a memorable experience--rather than knocking all the crappy treatment out there.  Yet he doesn't say too much about his own hotels, just this:

As someone who grew up in the hotel business, I've always thought about our customers as more than just people who pay us for a room to sleep in. They're not merely our customers, they are our guests, and what we offer is not simply a transaction, it's an experience. But today, that perspective must apply to businesses and organizations of all kinds. Whether you work in the travel industry, the high tech sector, manufacturing or government, the only way to build long lasting customer relationships is to create great customer experiences.

Also worth a read are the comments under his post where people spout off their opinions on Tisch's post and customer service in general.

Apparently, this is just the first post of what seems to be many from Jonathan Tisch for the Huffington Post's business section. So hopefully he will dish the dirt on Loews Hotels in the future.

[Photo: NYU]

Related Stories:
· The Lost Art of Customer Service: When Chocolates on the Pillow Aren't Enough [HuffPo]
· Loews Hotels [HotelChatter]