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CITATION

Picoult, Jon. From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. New York: McGraw-Hill Education, 2021.

From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans

Authors: Jon Picoult

Published:  October 2021 Pages: 256

eISBN: 9781264258796 | ISBN: 9781264258789
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  • Cover
  • Title Page
  • Copyright Page
  • Dedication
  • Contents
  • 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