From impressed to obsessed : 12 principles for turning customers and employees into life-long fans / Jon Picoult.

Format:

Book

Author/Creator:

Picoult, Jon, author.

Language:

English

Subjects (All):

Customer relations.

Customer services.

Customer loyalty.

Physical Description:

1 online resource (223 pages)

Edition:

1 Edition.

Place of Publication:

New York, NY : McGraw-Hill Education, [2021]

Summary:

"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 studies, Picoult explains the 12 breakthrough, psychology-based strategies that successful companies use to impress customers, so they then become obsessed with the business' products and services, and 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 leaders can use the very same principles to strengthen employee engagement. Turn your business' customer experience into its greatest competitive advantage, by applying the simple but profound lessons in From Obsessed to Impressed"-- Provided by publisher.

Contents:

Part One: One customer experience defined

Chapter 1: Lessons from Wrap Rage - Chapter 2: Know Your Customer

Part Two: The case for customer service

Chapter 3: The economic calculus

Chapter 4: The competitive bar -Part Three: Staging a great experience

Chapter 5: Onstage and backstage

Chapter 6: The choreography - Part Four: The 12 principles for creating lifelong fans

Chapter 7: Create peaks and avoid valleys

Chapter 8: Finish strong

Chapter 9: Make it effortless

Chapter 10: Keep it simple

Chapter 11: Stir emotion

Chapter 12: Give the perception of control

Chapter 13: Be an advocate - Chapter 14: Create relevance - Chapter 15: Pay attention to the details

Chapter 16: Personalize the experience

Chapter 17: Deliver pleasant surprises

Chapter 18 Recover with style

Part Five: The power of principles

Chapter 19: Great performances

Chapter 20: Start impressing

Want more?

Notes - Index.

Notes:

Description based on print version record.

ISBN:

9781264258796

1264258798

OCLC:

1276859909