{"product_id":"book-ftch","title":"From Impressed to Obsessed","description":"\u003cb\u003eIf you're aspiring to satisfy your customers, then you're aspiring to mediocrity.\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003eThat's the fascinating premise of \u003ci\u003eFrom Impressed to Obsessed\u003c\/i\u003e, a book that will fundamentally change how you think about creating a successful, beloved business.\u003cbr\u003e\u003cbr\u003eAcclaimed 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.\u003cbr\u003e\u003cbr\u003e  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.\u003cbr\u003e\u003cbr\u003ePacked 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. Examples include cases that show how to:\u003cbr\u003e\u003cbr\u003e● \u003cb\u003eCreate Peaks \u0026amp; Avoid Valleys—\u003c\/b\u003eleverage the science of memory to etch positive impressions in people's minds, by creating greater experiential peaks and fewer experiential valleys.\u003cbr\u003e\u003cbr\u003e● \u003cb\u003eGive the Perception of Control—\u003c\/b\u003ethe almost magical power of giving customers a sense of agency, via choice and expectation-setting, causing them to feel better about the experience a business is already delivering.\u003cbr\u003e\u003cbr\u003e● \u003cb\u003eMake It Effortless—\u003c\/b\u003emake interactions easy for customers, not just from a physical perspective, but also a cognitive one, to satisfy today's demand for simplicity and convenience.\u003cbr\u003e\u003cbr\u003e● \u003cb\u003eStir Emotion—\u003c\/b\u003eharness the power of emotion as a memory cue, by infusing customer experiences with emotional resonance, highlighting positive feelings while stemming negative ones.\u003cbr\u003e\u003cbr\u003eNo 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. Picoult's message is particularly relevant for managers, as he shows the parallels between how great companies cultivate engagement with customers, and how great leaders accomplish the same with their workforce.\u003cbr\u003e\u003cbr\u003e\u003ci\u003eFrom Impressed to Obsessed\u003c\/i\u003e reveals the what, the why, and—most importantly—the how behind great customer experiences. Filled with actionable insights, the book provides an invaluable roadmap for becoming the company that everyone wants to do business with, the employer everyone wants to work for, and the leader everyone wants to follow.\u003cbr\u003e\u003cbr\u003e\"\u003ci\u003eFrom Impressed to Obsessed\u003c\/i\u003e is an enlightening read. Excellence is never an accident, and Jon Picoult brilliantly pulls the curtain back to reveal how great companies inspire customer loyalty. If you endeavor to be the rare business that customers find magnetic or even magical, then this is the book for you.\" \u003cb\u003e—Horst Schulze,\u003c\/b\u003e cofounder and former President and CEO, The Ritz-Carlton Hotel Company\u003cbr\u003e\u003cbr\u003e\"What a great, insightful, practical book! With his 12 Principles, Jon Picoult gives us an incredibly thoughtful and actionable guide to delivering lifelong fans, which is the dream of any business.\" \u003cb\u003e—Hubert Joly,\u003c\/b\u003e former Chairman and CEO, Best Buy","brand":"McGraw Hill-Ascent","offers":[{"title":"Audiobook","offer_id":49359905227056,"sku":"BDftch","price":19.99,"currency_code":"USD","in_stock":true},{"title":"Audio CD","offer_id":49359905292592,"sku":"ZEftch","price":45.99,"currency_code":"USD","in_stock":true},{"title":"Audio MP3-CD","offer_id":49359905325360,"sku":"ZMftch","price":45.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0879\/2784\/9264\/files\/ftch-Square-cover.jpg?v=1779283107","url":"https:\/\/downpour.com\/products\/book-ftch","provider":"Downpour","version":"1.0","type":"link"}