Praise for From Impressed To Obsessed

Jon Picoult's book has earned rave reviews from CEOs, thought leaders, and bestselling authors.

"'From Impressed to Obsessed' is an enlightening read. Excellence is never an accident, and Jon Picoult brilliantly pulls the curtain back to reveal how great companies inspire customer loyalty. If you endeavor to be the rare business that customers find magnetic or even magical, then this is the book for you.”

Horst Schulze

Co-founder and Former President & COO, The Ritz-Carlton Hotel Company

“What a great, insightful, practical book! With his 12 Principles, Jon Picoult gives us an incredibly thoughtful and actionable guide to delivering lifelong fans, which is the dream of any business.”

Hubert Joly

Former Chairman and CEO, Best Buy

"'From Impressed to Obsessed' is one of the few books that made me look at leadership differently after nearly 40 years of executive coaching! Picoult deftly illustrates how the very techniques that help cultivate loyalty between a customer and a company, can also be used to accomplish the same between a leader and an employee. No matter what type of constituency you serve in your role – customers, colleagues, employees or others – this book will help you do it with distinction.

Marshall Goldsmith

NY Times #1 bestselling author of Triggers, Mojo, and What Got You Here Won’t Get You There

“An exceptionally practical and well-researched book. 'From Impressed to Obsessed' captures the essence of a positive customer experience and provides a clear roadmap for building customer loyalty. Picoult has a deep command of what drives customer-centric behavior and he shares the science behind it. As CEO of a trusted, customer-focused company, the lessons I’ve learned from this book are invaluable.

James DeVries

Chief Executive Officer, ADT

“Putting the customer first and building relationships that create brand advocates is essential to growing any business today. By sharing real examples and practical approaches, Jon shows how anyone can design engaging customer experiences that create peak moments while avoiding valleys. In this quick, easy and entertaining read, Jon expertly crafts a set of core principles – used by some of the world’s most customer-centric brands – that can be easily followed to shape great customer experiences and create lifelong fans for any brand.”

Jenifer Robertson

Executive Vice President & Chief Customer Officer, AT&T Consumer

I was absolutely captivated by this book. Picoult is a master storyteller, weaving in fascinating case studies to make his points. It’s an incredibly actionable book, free from the usual customer loyalty platitudes. I walked away with countless ideas for better engaging both customers and employees. Picoult truly provides the definitive roadmap for turning people into ravings fans. This is a must-read for any organizational leader who’s trying to solve for stronger and faster growth.”

Bob O’Leary

Chairman, Philadelphia Insurance Companies

“There is a new standard in customer engagement: You can’t just satisfy your customers, you’ve got to IMPRESS them! With hard numbers and meticulous research, Jon Picoult takes you on a fascinating journey about creating indelible impressions that turn customers into truly obsessed fans. This book is not a nice to have, it is a must-have roadmap for the new standard in customer engagement. Study and enjoy!”

Chester Elton

Bestselling author of The Carrot Principle, Leading With Gratitude & Anxiety At Work

“Too often, books about customer experience are long on platitudes and short on practical advice that can be implemented. This book is the rarity – a book about creating great customer experiences that is well-researched, supported with a wealth of facts and illustrative case studies, organized in a way that makes it easy to understand, and containing a plethora of actionable steps someone can take to implement real change and create a great customer experience. The author took his own advice here – the experience reading this book was a pleasure, and I am a raving fan!”

Matthew Winter

President (Retired), Allstate Corporation

“From Impressed to Obsessed will become the definitive modern guide to customer experience. I tore through the book in one sitting, but stopped every page to make notes with ideas for my business and case studies I should share with my executive team. Picoult has defined and validated an incredibly thoughtful framework for delighting customers. The book is fun to read and digest, yet provides actionable suggestions that could keep a business leader or entrepreneur busy for years. I know this book will sit on my desk as a reference for a long time to come.”

Susan Tynan

Founder & CEO, Framebridge

“'From Impressed to Obsessed' is one of the best business books I have ever read. It’s an eye-opening and highly enjoyable read that will fundamentally change how you look at customer experience. Picoult provides a master class in how to better engage sales prospects, customers, and even employees. If you want to set your business apart from the crowd, then this is your guidebook.”

Michael Morrissey

Chairman, Protective Life Corporation

“'From Impressed to Obsessed' is a master class for any business leader looking to create the ultimate customer experience. Anchored around 12 behavioral principles, this book plots a roadmap for driving a culture of customer centricity. Picoult teaches you precisely how to engineer truly great, memorable experiences for your customers, generating the kind of sustainable competitive advantage that fuels exceptional shareholder value.”

Dave Hickey

EVP & President, BD Life Sciences (Becton, Dickinson and Company)

“Customer centricity drives financial performance! Picoult’s research proves this relationship. ‘Customers first’ is not just the right thing to do; it makes good financial sense. In my work as Chief Experience Officer at Cleveland Clinic, Picoult’s model helped our leaders understand that patient centricity was more than just a nice thing to do. In his new book, Picoult teaches us how to transform our businesses into customer-obsessed organizations, ensuring that we are not only meeting, but exceeding customer expectations at every turn.”

James Merlino, MD

Chief Clinical Transformation Officer, Cleveland Clinic

Simply brilliant! Jon Picoult delivers a master class on client service, satisfaction, and devotion. Based on a lifetime of research and experience consulting to enterprises of every type, this is a customer satisfaction bible. Jon provides a proven recipe for success in a logical, thorough, practical, powerful, and actionable format. Brimming with useful and profitable information, the 12 Principles are a blueprint for greatness. If you want raving fans, this book is a must-read… and follow.”

Joseph Deitch

Chairman, Commonwealth Financial Network

“Just when you think you’ve learned everything there is to know about improving the client experience, Jon Picoult introduces an array of new ideas for the modern-day entrepreneur. Backed by an extensive amount of research and proven with intriguing case stories, this book gives you the tangible takeaways to take action immediately and unveils a formula to reinvent the way your clients form a relationship with your business. 'From Impressed to Obsessed' is a wake-up call for those who have forgotten about their most vital asset to exponential growth: their very own clients and stakeholders.”

Ron Carson

CEO & Founder, Carson Group, and New York Times bestselling author

“Impressively researched and engagingly written, every CEO should read this book with their management team. With his 12 Principles, Picoult has created a must-have toolbox filled with actionable ideas for strengthening both customer and employee engagement. From chief executives to front-line service reps, I’m convinced this book will help anyone reexamine and reinvigorate the experience they deliver to others.”

Nathan Henderson

Chairman & CEO, BILT Incorporated

“Jon Picoult gives us the inside scoop on how to captivate customers and capture the hearts of employees. These lessons are a must for anyone doing business in a world of fast clicks, high churn, and limited attention spans. The bottom line is that if you want loyalty, you must be exceptional, and this book shows you how.”

Steve Hoffman (Captain Hoff)

CEO of Founders Space and Author of Make Elephants Fly and Surviving a Startup

“'From Impressed to Obsessed' offers a brilliant roadmap for achieving two of the most critical imperatives for any top performing business – delivering a unique and memorable customer experience and creating a highly empowered and engaged team. Wherever you are in the pursuit of these strategic imperatives, Jon’s work will serve as a great accelerant.”

John Marchioni

President and CEO, Selective Insurance

“Want to build extraordinary customer and employee loyalty? Read Jon Picoult’s 'From Impressed to Obsessed.' With a compelling storytelling style, Picoult shares a clear, practical blueprint for shaping people’s thoughts, feelings, and memories about your business – be they customers or employees. The book’s lessons are invaluable for anyone wanting to engender fanatical brand loyalty in order to achieve market dominance.”

Richard Mucci

President (Retired), Group Protection Business, Lincoln Financial Group

For anyone who is serious about customer experience, 'From Impressed to Obsessed' is a must-read. As Jon points out, effectively engaging customers – during sales or service interactions – is all about making great memories. His 12 Principles provide a clear, practical process for accomplishing precisely that. Every organization can benefit from the techniques outlined in this book.”

David O’Leary

President & CEO (Retired), US Life Companies, Genworth Financial