From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans
McGraw-Hill Education (Verlag)
978-1-264-25878-9 (ISBN)
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.
Jon Picoult helps organizations impress their customers and inspire their employees, creating “raving fans” that drive business growth. He is the founder of Watermark Consulting and a noted authority on customer and employee experience. A sought-after business advisor and accomplished public speaker, Jon’s insights have been featured by dozens of media outlets, including the Wall Street Journal, the New York Times, Harvard Business Review, and Forbes. He has worked with the CEOs and executive teams at some of the world’s foremost brands, helping companies build powerful loyalty in both the marketplace and the workplace. Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 companies. Early in his career, at the age of 29, he earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading, global financial services firm. Jon received his bachelor’s degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University.
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
| Erscheinungsdatum | 01.11.2021 |
|---|---|
| Verlagsort | OH |
| Sprache | englisch |
| Maße | 163 x 236 mm |
| Gewicht | 504 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Allgemeines / Lexika |
| ISBN-10 | 1-264-25878-X / 126425878X |
| ISBN-13 | 978-1-264-25878-9 / 9781264258789 |
| Zustand | Neuware |
| Haben Sie eine Frage zum Produkt? |
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