Description
Book SynopsisIf youâre aspiring to satisfy your customers, then youâre aspiring to mediocrity.
Thatâs the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business.
Acclaimed customer experience expert Jon Picoult explains why building customer loyalty requires leaving indelible positive impressions on everyone you work withânot just shaping their experiences, but also shaping their memories.
Picoult explores the cognitive science behind great customer experiences, pinpointing the breakthrough, psychology-based strategies that both industry leaders (like Apple, Disney, and Southwest Airlines) as well as fast-growing startups (like BILT and Framebridge) use to shape peopleâs perceptions and sculpt unforgettable impressionsâthereby turning more sales prospects into customers, and more customers into obsessed brand ambassadors.
Packed with intrigu
Table of Contents
Acknowledgments
Introduction
PART ONE
CUSTOMER EXPERIENCE DEFINED
CHAPTER 1 Lessons from Wrap Rage
CHAPTER 2 Know Your Customer
PART TWO
THE CASE FOR CUSTOMER EXPERIENCE
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 THE PRINCIPLES
CHAPTER 19 Great Performances
CHAPTER 20 Start Impressing
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Notes
Index
