From Impressed to Obsessed – 12 Principles for Turning Customers and Employees into Lifelong Fans
You’re aiming for mediocrity if your goal is to please your clients.
That’s the intriguing idea behind the book From Impressed to Obsessed, which will completely alter your perspective on building a profitable, adored company.
Renowned customer experience specialist Jon Picoult explains why creating lasting favorable impressions on everyone you work with—not only influencing their experiences, but also their memories—is essential to fostering customer loyalty.
In his exploration of the cognitive science underlying great customer experiences, Picoult identifies the innovative, psychology-based tactics used by both rapidly expanding startups like BILT and Framebridge and industry titans like Apple, Disney, and Southwest Airlines to mold people’s perceptions and create memorable impressions, which in turn converts more sales prospects into customers and more customers into ardent brand ambassadors.
The book describes these tried-and-true ideas and shows how they may be used with practically any kind of business or client. It is filled with fascinating case studies, captivating narratives, and enlightening research. Cases that demonstrate how to are examples.
•Create Peaks & Avoid Valleys: Use the science of memory to help people form favorable memories by reducing the number of valleys in their experiences and increasing their peaks.
- Give the Perception of Control: This is the nearly magical ability to set expectations and give customers a sense of agency, which makes them feel better about the experience a company is already providing.
- Make It Effortless: To meet the modern consumer’s need for ease and convenience, make interactions with customers simple, both physically and mentally.
- Stir Emotion: Use emotion as a memory cue by adding emotional resonance to client interactions, emphasizing good emotions while reducing negative ones.
This book will assist you in serving any type of clientele with distinction, whether they are clients or coworkers, people or organizations, workers or job seekers. Because he highlights the similarities between how great leaders foster engagement with their employees and how great organizations foster engagement with their consumers, Picoult’s message is especially pertinent to managers.
The book From Impressed to Obsessed explains the what, why, and—above all—how of excellent customer service. Packed with practical advice, the book offers a priceless road map for becoming the firm that people want to work for, the leader that people want to follow, and the employer that people want to do business with.
Size : 2 MB | English | 2021 | EPUB | 9781264258789