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.
Acclaimed customer experience expert Jon Picoult explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with - not 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 people's perceptions and sculpt unforgettable impressions - thereby turning more sales prospects into customers, and more customers into obsessed brand ambassadors. Packed with intriguing case studies, engaging stories, and eye-opening research, the book details these proven principles and illustrates how they can be applied to almost any type of business or customer. No matter what kind of constituency you serve - customers or colleagues, individuals or institutions, employees or employment candidates - this book will help you do it with distinction.
