rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: From impressed to obsessed
    sub title: 12 principles for turning customers and employees into life-long fans
  name:
    name part: Picoult, Jon
    role:
      role term: creator
    role:
      role term: author.
  type of resource: text
  genre: bibliography
  origin info:
    place:
      place term: nyu
    date issued: 2021
    edition: 1 Edition.
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: remote
    extent: 1 online resource
  abstract: "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"--
  table of contents: 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.
  note: Jon Picoult.
  note: Includes bibliographical references and index.
  subject:
    topic: Customer relations
  subject:
    topic: Customer services
  subject:
    topic: Customer loyalty
  subject:
    topic: Service à la clientèle
  subject:
    topic: Consommateurs
    topic: Fidélité
  subject:
    topic: Customer loyalty
  subject:
    topic: Customer relations
  subject:
    topic: Customer services
  classification: HF5415.5 .P53 2021
  classification: 658.8/12
  related item:
    title info:
      title: From impressed to obsessed
    name:
      name part: Picoult, Jon.
    origin info:
      publisher: New York City : McGraw Hill, 2021
      edition: 1 Edition.
    identifier: (DLC) 2021014190
  identifier: 9781264258796
  identifier: 1264258798
  identifier: 9781264258789
  identifier: 2021014191
  identifier: 9781264258796 O'Reilly Media
  identifier: https://proxy.library.tamu.edu/login
  record info:
    record content source: DLC
    record creation date: 210326
    record change date: 20260123230104.7
    record identifier: in00004669983
    language of cataloging:
      language term: eng