http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
12 principles for turning customers and employees into life-long 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"--
Part One: One customer experience defined -- Chapter 1: Lessons from Wrap Rage - Chapter 2: Know Your Customer -- Part Two: The case for customer service -- 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 principles -- Chapter 19: Great performances -- Chapter 20: Start impressing -- Want more? -- Notes - Index.
Includes bibliographical references and index.