What’s Your Personal Net Promoter Score?
If you were a business, what would people say about the experience you deliver to them?
-- Horst Schulze, Co-founder and Former President & COO, The Ritz-Carlton Hotel Company
Jon's book was also featured in The Wall Street Journal as a top reading pick! Order today and receive immediate access to bonus resources.
Order NowThat’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:
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.
- James DeVries, Chief Executive Officer, ADT
Jon Picoult helps organizations impress their customers and inspire their employees, creating “raving fans” that drive business growth. He is the founder of Watermark Consulting and a noted authority on customer and employee experience.
Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, and Forbes.
He’s advised businesspeople worldwide — from Fortune 500 CEOs to budding entrepreneurs — on how to cultivate loyalty in both the marketplace and the workplace.
Whether you’re a CEO or a self-employed entrepreneur, a product designer or a product marketer, a sales rep or a service rep, an insurance agent or a real estate agent — this book is for you. In fact, it’s ideally suited for:
The leader who’s trying to set their firm apart from the crowd.
The startup that’s trying to disrupt the marketplace.
The self-employed person who’s trying to build their business.
The B2B company that’s trying to land a big account.
The frontline worker who wants to advance in their company.
The service rep who wants to wow their customers.
The sales rep who wants to convert more prospects.
The recruiter who wants to attract the best talent.
The executive who wants an engaged workforce.
It’s for all these people and more!
Create an experience that customers enjoy in the moment – and remember in the future.
Shape perceptions so customers feel better about the experience you’re already delivering.
Make every customer interaction seamless and effortless.
Forge strong emotional connections that build customer loyalty.
Simplify decision points, so more sales prospects convert into customers.
Personalize interactions so customers know they’re special and valued.
Reveal unmet customer needs to spur game-changing innovations.
Strengthen employee engagement by applying experience design in the workplace.
…and much more.
Stand out from the competition.
Grow faster and operate more efficiently.
Attract and retain the best talent.
Already ordered the book? Get immediate access to bonus materials by forwarding your proof of purchase (an e-mail receipt, Kindle/audiobook library screenshot, or photo of the hardcover) to [email protected].
Order today and receive immediate access to bonus resources.
Order Now