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Stop satisfying your customers – and start impressing them – using the strategies of Apple, Costco, Disney, and other industry dominators.

If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business.

Renowned customer experience expert Jon Picoult takes you on a mesmerizing journey, showing how customer loyalty is as much about shaping people’s memories as it is about shaping their experiences.

Through captivating stories and eye-opening studies, Picoult explains the 12 breakthrough, psychology-based strategies that successful companies use to impress customers – leading them to become obsessed with the business’s products and services, and to encourage others to do the same.

Filled with actionable examples, you’ll see how you can immediately apply these principles to turn more sales prospects into customers, and more customers into raving fans. Picoult even demonstrates how business leaders can use the very same principles to strengthen employee engagement and loyalty.

Turn your organization’s customer experience into its greatest competitive advantage, by applying the simple but profound lessons in From Obsessed to Impressed.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Dedication
  5. Contents
  6. Acknowledgments
  7. Introduction
  8. PART ONE CUSTOMER EXPERIENCE DEFINED
    1. CHAPTER 1 Lessons from Wrap Rage
    2. CHAPTER 2 Know Your Customer
  9. PART TWO THE CASE FOR CUSTOMER EXPERIENCE
    1. CHAPTER 3 The Economic Calculus
    2. CHAPTER 4 The Competitive Bar
  10. PART THREE STAGING A GREAT EXPERIENCE
    1. CHAPTER 5 Onstage and Backstage
    2. CHAPTER 6 The Choreography
  11. PART FOUR THE 12 PRINCIPLES FOR CREATING LIFELONG FANS
    1. CHAPTER 7 Create Peaks and Avoid Valleys
    2. CHAPTER 8 Finish Strong
    3. CHAPTER 9 Make It Effortless
    4. CHAPTER 10 Keep It Simple
    5. CHAPTER 11 Stir Emotion
    6. CHAPTER 12 Give the Perception of Control
    7. CHAPTER 13 Be an Advocate
    8. CHAPTER 14 Create Relevance
    9. CHAPTER 15 Pay Attention to the Details
    10. CHAPTER 16 Personalize the Experience
    11. CHAPTER 17 Deliver Pleasant Surprises
    12. CHAPTER 18 Recover with Style
  12. PART FIVE THE POWER OF THE PRINCIPLES
    1. CHAPTER 19 Great Performances
    2. CHAPTER 20 Start Impressing
  13. Want More?
  14. Notes
  15. Index
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