From Impressed to Obsessed, Jon Picoult
From Impressed to Obsessed, Jon Picoult
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From Impressed to Obsessed
12 Principles for Turning Customers and Employees into Life-Long Fans

Author: Jon Picoult

Narrator: Jon Picoult

Unabridged: 8 hr 58 min

Format: Digital Audiobook Download

Published: 01/18/2022


Synopsis

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. Examples include cases that show how to:

● Create Peaks & Avoid Valleys—leverage the science of memory to etch positive impressions in people's minds, by creating greater experiential peaks and fewer experiential valleys.

● Give the Perception of Control—the 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.

● Make It Effortless—make interactions easy for customers, not just from a physical perspective, but also a cognitive one, to satisfy today's demand for simplicity and convenience.

● Stir Emotion—harness the power of emotion as a memory cue, by infusing customer experiences with emotional resonance, highlighting positive feelings while stemming negative ones.

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. 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.

From Impressed to Obsessed 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.

"From Impressed to Obsessed 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." —Horst Schulze, cofounder and former President and CEO, The Ritz-Carlton Hotel Company

"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." —Hubert Joly, former Chairman and CEO, Best Buy

About Jon Picoult

Jon Picoult is founder of Watermark Consulting, a leading customer experience advisory firm that helps companies impress customers and inspire employees, creating raving fans that drive business growth.


Reviews

Goodreads review by Brooke on April 27, 2022

I was tasked with reading this book by my manager. Although I did enjoy some of the interesting examples of customer experiences and recovery gone awry or well, I found many of the actionable items lacking. However, it is a book I may reference in the future and I found parts thought provoking, allo......more

Goodreads review by David on May 03, 2022

This is an excellent book on what you can do with your product to turn customers into fans that will keep coming back. The examples cited cover a range of industries and the variety allowed the reader to understand how the principles could be applied. I was impressed with the book and decided to tak......more

Goodreads review by Racer_rajesh on May 08, 2022

Excellent book, the 12 principles mentioned in the book is common sense, but the way author has compiled with stories makes it really great read ! This must read for people who plan to start business or in business or in leadership positions. Once again, great read !......more

Goodreads review by Sabrina Havron on December 02, 2024

This is one of the most interesting business books I have read. I found the examples included in the book to be fascinating and well laid out. Even more so given the recent issues Southwest Airlines has encountered. Would recommend this book to anyone looking to increase their knowledge of the overa......more

Goodreads review by Denise on April 07, 2023

In a logical way, Jon explains the twelve principles that will help readers build experiences that will make customers rave about them. In conversational language and without fluff, the book is packed with case examples from famous brands to punctuate and drive home each concept -- and each topic al......more