Picture 1 of 1
Jon Picoult From Impressed to Obsessed: 12 Principles for Turning Cus (Hardback)
Another great item from Rarewaves USA | Free delivery!
Condition:
More than 10 available
Postage:
Located in: 60502, United States
Delivery:
Varies
Returns:
Coverage:
Read item description or contact seller for details. See all detailsSee all details on coverage
(Not eligible for eBay purchase protection programmes)
Shop with confidence
Seller information
- 97.7% positive feedback
Registered as a Business Seller
Seller assumes all responsibility for this listing.
eBay item number:335181207526
Item specifics
- Condition
- Brand New: A new, unread, unused book in perfect condition with no missing or damaged pages. See all condition definitionsopens in a new window or tab
- Book Title
- From Impressed to Obsessed: 12 Principles for Turning Customers and Employees Into Lifelong Fans
- Publication Name
- From Impressed to Obsessed: 12 Principles for Turning Customers a
- Title
- From Impressed to Obsessed: 12 Principles for Turning Customers a
- Format
- Hardcover
- EAN
- 9781264258789
- ISBN
- 9781264258789
- Publisher
- Mcgraw-Hill Education
- Genre
- Business & Economics
- Release Date
- 29/11/2021
- Release Year
- 2021
- Language
- English
- Country/Region of Manufacture
- US
- Item Height
- 1.2in
- Item Length
- 9.3in
- Item Width
- 6.4in
- Item Weight
- 17.8 Oz
- Publication Year
- 2021
- Topic
- Customer Relations, General, Commerce, Workplace Culture
- Number of Pages
- 288 Pages
About this product
Product Information
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. Acclaimed customer experience expert Jon Picoult explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with--not just shaping their experiences, but also shaping their memories. Picoult explores the cognitive science behind great customer experiences, pinpointing the breakthrough, psychology-based strategies that both industry leaders (like Apple, Disney, and Southwest Airlines) as well as fast-growing startups (like BILT and Framebridge) use to shape people's perceptions and sculpt unforgettable impressions--thereby turning more sales prospects into customers, and more customers into obsessed brand ambassadors. Packed with intriguing case studies, engaging stories, and eye-opening research, the book details these proven principles and illustrates how they can be applied to almost any type of business or customer. Examples include cases that show how to: - Create Peaks & Avoid Valleys --leverage the science of memory to etch positive impressions in people's minds, by creating greater experiential peaks and fewer experiential valleys. - Give the Perception of Control --the almost magical power of giving customers a sense of agency, via choice and expectation-setting, causing them to feel better about the experience a business is already delivering. - Make It Effortless --make interactions easy for customers, not just from a physical perspective, but also a cognitive one, to satisfy today's demand for simplicity and convenience. - Stir Emotion --harness the power of emotion as a memory cue, by infusing customer experiences with emotional resonance, highlighting positive feelings while stemming negative ones. No matter what kind of constituency you serve--customers or colleagues, individuals or institutions, employees or employment candidates--this book will help you do it with distinction. Picoult's message is particularly relevant for managers, as he shows the parallels between how great companies cultivate engagement with customers, and how great leaders accomplish the same with their workforce. From Impressed to Obsessed reveals the what, the why, and-- most importantly--the how behind great customer experiences. Filled with actionable insights, the book provides an invaluable roadmap for becoming the company that everyone wants to do business with, the employer everyone wants to work for, and the leader everyone wants to follow.
Product Identifiers
Publisher
Mcgraw-Hill Education
ISBN-10
126425878x
ISBN-13
9781264258789
eBay Product ID (ePID)
12050383263
Product Key Features
Book Title
From Impressed to Obsessed: 12 Principles for Turning Customers and Employees Into Lifelong Fans
Format
Hardcover
Language
English
Topic
Customer Relations, General, Commerce, Workplace Culture
Publication Year
2021
Genre
Business & Economics
Number of Pages
288 Pages
Dimensions
Item Length
9.3in
Item Height
1.2in
Item Width
6.4in
Item Weight
17.8 Oz
Additional Product Features
Lc Classification Number
Hf5415.5.P53 2021
Table of Content
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
Copyright Date
2022
Lccn
2021-014190
Dewey Decimal
658.812
Intended Audience
Trade
Dewey Edition
23
Illustrated
Yes
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:335181207526
Postage and handling
Item does not ship to United States
Item location:
60502, United States
Post to:
Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Azerbaijan Republic, Bahamas, Bahrain, Bangladesh, Belgium, Belize, Benin, Bermuda, Bolivia, Bosnia and Herzegovina, Botswana, British Virgin Islands, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde Islands, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Cook Islands, Costa Rica, Cyprus, Czech Republic, Côte d'Ivoire (Ivory Coast), Democratic Republic of the Congo, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands (Islas Malvinas), Fiji, Finland, Gabon Republic, Gambia, Georgia, Ghana, Gibraltar, Greece, Greenland, Grenada, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iraq, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Latvia, Lebanon, Lesotho, Liberia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Mauritania, Mauritius, Mayotte, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Netherlands Antilles, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Republic of Croatia, Republic of the Congo, Romania, Rwanda, Saint Helena, Saint Kitts-Nevis, Saint Lucia, Saint Pierre and Miquelon, Saint Vincent and the Grenadines, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Korea, Sri Lanka, Suriname, Svalbard and Jan Mayen, Swaziland, Sweden, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, United Arab Emirates, Uruguay, Uzbekistan, Vanuatu, Vatican City State, Vietnam, Virgin Islands (U.S.), Wallis and Futuna, Western Sahara, Western Samoa, Worldwide, Zambia, Zimbabwe
Excludes:
Afghanistan, Australia, Austria, Barbados, Belarus, Bhutan, Brazil, Brunei Darussalam, France, French Guiana, French Polynesia, Germany, Guadeloupe, Ireland, Israel, Italy, Laos, Libya, Martinique, Mexico, Netherlands, New Caledonia, Reunion, Russian Federation, Spain, Switzerland, Ukraine, United Kingdom, United States, Venezuela, Yemen
| Handling time |
|---|
| Will usually post within 6 business days of receiving cleared payment. |
| Taxes |
|---|
| Taxes may be applicable at checkout. Learn moreLearn more about paying tax on eBay purchases. |
Sales Tax for an item #335181207526
Sales Tax for an item #335181207526
Seller collects sales tax for items shipped to the following states:
| State | Sales Tax Rate |
|---|
Return policy
| After receiving the item, contact seller within |
|---|
| 30 days |
The buyer is responsible for return postage costs.
Seller feedback (63,006)
s***r (3233)- Feedback left by buyer.
Past month
Verified purchase
Great seller!! Thanks. * * * * *
o***f (11)- Feedback left by buyer.
Past month
Verified purchase
Item arrived on time and in mint condition. I will definitely buy from this seller in the future
6***4 (6)- Feedback left by buyer.
Past month
Verified purchase
Glad to get my dvd.