From impressed to obsessed : 12 principles for turning customers and employees into lifelong fans

"Stop satisfying your customers - and start impressing them - using the strategies of Apple, Costco, Disney, and other industry dominators. 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 studies, Picoult explains the 12 breakthrough, psychology-based strategies that successful companies use to impress customers, so they then become obsessed with the business' products and services, and 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 leaders can use the very same principles to strengthen employee engagement. Turn your business' customer experience into its greatest competitive advantage, by applying the simple but profound lessons in From Obsessed to Impressed"--