From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans - Hardcover

Picoult, Jon

 
9781264258789: From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans
Hardcover
ISBN 10: 126425878X ISBN 13: 9781264258789
Verlag: McGraw-Hill Education, 2021

Inhaltsangabe

<p><b>If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity.&#160;</b></p><p>That’s the fascinating premise of <i>From</i> <i>Impressed to Obsessed</i>, a book that will fundamentally change how you think about creating a successful, beloved business.</p><p>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.&#160;&#160;</p><p>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.</p><p>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:&#160;</p><p>•<span></span><b>Create Peaks &#38; Avoid Valleys</b>—leverage the science of memory to etch positive impressions in people’s minds, by creating greater experiential peaks and fewer experiential valleys.</p><p>•<span></span><b>Give the Perception of Control</b>—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.</p><p>•<span></span><b>Make It Effortless</b>—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.</p><p>•<span></span><b>Stir Emotion</b>—harness the power of emotion as a memory cue, by infusing customer experiences with emotional resonance, highlighting positive feelings while stemming negative ones.</p><p>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.</p><p><i>From Impressed to Obsessed</i> 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.&#160;&#160;</p><p><br></p><p><br></p><p><br></p>

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Über die Autorin bzw. den Autor

<p><b>Jon Picoult</b> helps organizations impress their customers and inspire their employees, creating “raving fans” that<b> </b>drive business growth.&#160; He is the founder of Watermark Consulting and a noted authority on customer and employee experience.</p><p>A sought-after business advisor and accomplished public speaker, Jon’s insights have been featured by dozens of media outlets, including the <i>Wall Street Journal, the New York Times, Harvard Business Review, </i>and <i>Forbes</i>.&#160; 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.</p><p>Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 companies.&#160; 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.</p><p>Jon received his bachelor’s degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University.</p>

Von der hinteren Coverseite

"<i>From Impressed to Obsessed</i> 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."<br>—<b>Horst Schulze</b>, cofounder and former President and COO, The Ritz-Carlton Hotel Company<br><br>"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."<br>—<b>Hubert Joly</b>, former Chairman and CEO, Best Buy<br>&#160;<br>"<i>From Impressed to Obsessed</i> is one of the few books that made me look at leadership differently after nearly 40 years of executive coaching! Picoult deftly illustrates how the very techniques that help cultivate loyalty between a customer and a company, can also be used to accomplish the same between a leader and an employee. No matter what type of constituency you serve in your role—customers, colleagues, employees or others—this book will help you do it with distinction."<br>—<b>Marshall Goldsmith</b>, <i>New York Times</i> #1 bestselling author of <i>Triggers, Mojo,</i> and <i>What Got You Here Won’t Get You There</i><br><br>"A welcome primer for any organization seeking to understand the possibilities and leverage of an extraordinary customer experience."<br>—<b>Seth Godin</b>, author of <i>This Is Marketing&#160;</i><br><i>&#160;</i><br>"An exceptionally practical and well-researched book. <i>From Impressed to Obsessed</i> captures the essence of a positive customer experience and provides a clear roadmap for building customer loyalty. Picoult has a deep command of what drives customer-centric behavior and he shares the science behind it. As CEO of a trusted, customer-focused company, the lessons I’ve learned from this book are invaluable."<br>—<b>James DeVries</b>, Chief Executive Officer, ADT<br>&#160;<br>"Putting the customer first and building relationships that create brand advocates is essential to growing any business today. By sharing real examples and practical approaches, Jon shows how anyone can design engaging customer experiences that create peak moments while avoiding valleys. In this quick, easy, and entertaining read, Jon expertly crafts a set of core principles—used by some of the world's most customer-centric brands—that can be easily followed to shape great customer experiences and create lifelong fans for any brand."<br>—<b>Jenifer Robertson</b>, Executive Vice President and Chief Customer Officer, AT&#38;T Consumer<br>&#160;<br>"I was absolutely captivated by this book. Picoult is a master storyteller, weaving in fascinating case studies to make his points. It's an incredibly actionable book, free from the usual customer loyalty platitudes. I walked away with countless ideas for better engaging both customers and employees. Picoult truly provides the definitive road map for turning people into ravings fans. This is a must-read for any organizational leader who's trying to solve for stronger and faster growth."<br>—<b>Bob O'Leary</b>, Chairman, Philadelphia Insurance Companies<br><br>"There is a new standard in customer engagement: You can't just satisfy your customers; you've got to IMPRESS them! With hard numbers and meticulous research, Jon Picoult takes you on a fascinating journey about creating indelible impressions that turn customers into truly obsessed fans. This book is not a nice to have, it is a must-have road map for the new standard in customer engagement. Study and enjoy!"<br>—<b>Chester Elton</b>, bestselling coauthor of <i>The Carrot Principle, Leading with Gratitude</i>, and <i>Anxiety at Work</i><br><br>"Too often, books about customer experience are long on platitudes and short on practical advice that can be implemented. This book is the rarity—a book about creating great customer experiences that is well-researched, supported with a wealth of facts and illustrative case studies, organized in a way that makes it easy to understand, and containing a plethora of actionable steps someone can take to implement real change and create a great customer experience. The author took his own advice here—the experience reading this book was a pleasure, and I am a raving fan!"<br>—<b>Matthew Winter,</b> President (Retired), Allstate Corporation<br><br>"<i>From Impressed to Obsessed</i> is one of the best business books I have ever read. It's an eye-opening and highly enjoyable read that will fundamentally change how you look at customer experience. Picoult provides a master class in how to better engage sales prospects, customers, and even employees. If you want to set your business apart from the crowd, then this is your guidebook."<br>—<b>Michael Morrissey</b>, Chairman, Protective Life Corporation<br><br>"<i>From Impressed to Obsessed</i> is a master class for any business leader looking to create the ultimate customer experience. Anchored around 12 behavioral principles, this book plots a road map for driving a culture of customer centricity. Picoult teaches you precisely how to engineer truly great, memorable experiences for your customers, generating the kind of sustainable competitive advantage that fuels exceptional shareholder value."<br>—<b>Dave Hickey</b>, EVP and President, BD Life Sciences (Becton, Dickinson and Company)<br><br>"Customer centricity drives financial performance! Picoult's research proves this relationship. 'Customers first' is not just the right thing to do; it makes good financial sense. In my work as Chief Experience Officer at Cleveland Clinic, Picoult's model helped our leaders understand that patient centricity was more than just a nice thing to do. In his new book, Picoult teaches us how to transform our businesses into customer-obsessed organizations, ensuring that we are not only meeting, but exceeding customer expectations at every turn."<br>—<b>James Merlino</b>, MD, Chief Clinical Transformation Officer, Cleveland Clinic<br><br>"Simply brilliant! Jon Picoult delivers a master class on client service, satisfaction, and devotion. Based on a lifetime of research and experience consulting to enterprises of every type, this is a customer satisfaction bible. Jon provides a proven recipe for success in a logical, thorough, practical, powerful, and actionable format. Brimming with useful and profitable information, the 12 Principles are a blueprint for greatness. If you want raving fans, this book is a must-read…and follow."<br>—<b>Joseph Deitch</b>, Chairman, Commonwealth Financial Network<br><br>"Just when you think you've learned everything there is to know about improving the client experience, Jon Picoult introduces an array of new ideas for the modern-day entrepreneur. Backed by an extensive amount of research and proven with intriguing case stories, this book gives you the tangible takeaways to take action immediately and unveils a formula to reinvent the way your clients form a relationship with your business. <i>From Impressed to Obsessed</i> is a wake-up call for those who have forgotten about their most vital asset to exponential growth: their very own clients and stakeholders."<br>—<b>Ron Carson</b>, founder and CEO, Carson Group, and <i>New York Times</i> bestselling author<br><br>"Impressively researched and engagingly written, every CEO should read this book with their management team. With his 12 Principles, Picoult has created a must-have toolbox filled with actionable ideas for strengthening both customer and employee engagement. From chief executives to front-line service reps, I’m convinced this book will help anyone reexamine and reinvigorate the experience they deliver to others."<br>—<b>Nathan Henderson</b>, Chairman and CEO, BILT Incorporated<br><br>"Jon Picoult gives us the inside scoop on how to captivate customers and capture the hearts of employees. These lessons are a must for anyone doing business in a world of fast clicks, high churn, and limited attention spans. The bottom line is that if you want loyalty, you must be exceptional, and this book shows you how."<br>—<b>Steve Hoffman</b> (Captain Hoff), CEO of Founders Space and author of <i>Make Elephants Fly</i> and <i>Surviving a Startup</i><br><br>"<i>From Impressed to Obsessed</i> offers a brilliant road map for achieving two of the most critical imperatives for any top performing business—delivering a unique and memorable customer experience and creating a highly empowered and engaged team. Wherever you are in the pursuit of these strategic imperatives, Jon’s work will serve as a great accelerant."<br>—<b>John Marchioni</b>, President and CEO, Selective Insurance<br><br>"Want to build extraordinary customer and employee loyalty? Read Jon Picoult’s <i>From Impressed to Obsessed</i>. With a compelling storytelling style, Picoult shares a clear, practical blueprint for shaping people's thoughts, feelings, and memories about your business—be they customers or employees. The book's lessons are invaluable for anyone wanting to engender fanatical brand loyalty in order to achieve market dominance."<br>—<b>Richard Mucci</b>, President (Retired), Group Protection Business, Lincoln Financial Group<br><br>"For anyone who is serious about customer experience, <i>From Impressed to Obsessed </i>is a must-read. As Jon points out, effectively engaging customers—during sales or service interactions—is all about making great memories. His 12 Principles provide a clear, practical process for accomplishing precisely that. Every organization can benefit from the techniques outlined in this book."<br>—<b>David O'Leary</b>, President and CEO, US Life Companies, Genworth Financial<br><br>"<i>From Impressed to Obsessed</i> will become the definitive modern guide to customer experience. I tore through the book in one sitting, but stopped every page to make notes with ideas for my business and case studies I should share with my executive team. Picoult has defined and validated an incredibly thoughtful framework for delighting customers. The book is fun to read and digest, yet provides actionable suggestions that could keep a business leader or entrepreneur busy for years. I know this book will sit on my desk as a reference for a long time to come."<br><b>—Susan Tynan</b>, founder and CEO, Framebridge<br><br>

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Verlag
McGraw-Hill Education
Erscheinungsdatum
2021
Sprache
Englisch
ISBN 10 
126425878X
ISBN 13 
9781264258789
Einband
Gebundene Ausgabe
Anzahl der Seiten
271
Kontakt zum Hersteller
McGraw-Hill Education
https://www.mheducation.co.in/

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