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From Impressed to Obsessed
Book

From Impressed to Obsessed

12 Principles for Turning Customers and Employees into Lifelong Fans

McGraw-Hill, 2021 more...


Editorial Rating

8

Qualities

  • Comprehensive
  • Well Structured
  • Concrete Examples

Recommendation

You may think you create an excellent customer experience, says Jon Picoult, but if you’re like most leaders, you’re likely incorrect. Consumers today have high expectations, he explains, and most brands fail to meet them. Learn to differentiate your company from your competitors and inspire brand loyalty by adopting universal principles rooted in cognitive science.  Picoult shares proven psychological tactics, empowering leaders to increase their brand’s magnetism. Follow his principles, and he promises that employees will enjoy working for you and people will enjoy doing business with you.

Take-Aways

  • Your customer experience hinges on subjective factors, such as emotions.
  • Many brands fail to meet customer expectations, despite the clear benefits of doing so.
  • Produce, stage and execute each moment of the customer experience.

About the Author

Jon Picoult founded the customer experience consulting firm, Watermark Consulting.


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