From impressed to obsessed : 12 principles for turning customers and employees into lifelong fans / Jon Picoult.
Material type:
TextPublisher: New York : McGraw Hill, c2022Description: xi, 271 pages : illustrations ; 24 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 978-1-264-25878-9Subject(s): CUSTOMER RELATIONS | CUSTOMER SERVICE | CUSTOMER LOYALTYDDC classification: 658.8/12 LOC classification: HF 5415.5 P53 2022| Item type | Current library | Home library | Collection | Shelving location | Call number | Status | Date due | Barcode |
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NU Fairview College LRC | NU Fairview College LRC | School of Business and Accountancy | General Circulation | GC HF 5415.5 P53 2022 (Browse shelf(Opens below)) | Available | nufai000005262 |
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| GC HF 5414.13 M33 1999 Marketing Plans: How To Prepare Them, How To Use Them | GC HF 5415.4 T74 2019 3G handy guide : exhance customer service experience / | GC HF 5415.5 K36 2024 Salesforce for dummies / | GC HF 5415.5 P53 2022 From impressed to obsessed : 12 principles for turning customers and employees into lifelong fans / | GC HF 5415.13 C44 2019 Startegic marketing management : the framework / | GC HF 5415.13 D53 2018 The 1-page marketing plan : get new customers, make more money, and stand out from the crowd / | GC HF 5415.13 I33 2023 Marketing management / |
Includes bibliographical references and index.
Acknowledgments
Introduction
Part One : Customer experience defined -- Chapter 1 : Lessons from wrap rage -- Chapter 2 : Know your customer -- Part Two : The case for customer experience -- Chapter 3 : The economic calculus -- Chapter 4 : The competitive bar -- Part Three : Staging a great experience -- Chapter 5 : Onstage and backstage -- Chapter 6 : The choreography -- Part Four : The 12 principles for creating lifelong fans Chapter 7 : Create peaks and avoid valleys -- Chapter 8 : Finish strong -- Chapter 9 : Make it effortless -- Chapter 10 : Keep it simple -- Chapter 11 : Stir emotion -- Chapter 12 : Give the perception of control -- Chapter 13 : Be an advocate -- Chapter 14 : Create relevance -- Chapter 15 : Pay attention to the details -- Chapter 16 : Personalize the experience -- Chapter 17 : Deliver pleasant surprises -- Chapter 18 : Recover with style -- Part Five : The power of the principles -- Chapter 19 : Great performances -- Chapter 20 : Start impressing want more?
Notes
Index
"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"-- Provided by publisher.
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