Customer Obsession

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Customer Obsessed

Author : Eric Berridge
Publisher : John Wiley & Sons
ISBN 13 : 1119326060
Total Pages : 179 pages
Book Rating : 4.1/5 (193 download)

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Book Synopsis Customer Obsessed by : Eric Berridge

Download or read book Customer Obsessed written by Eric Berridge and published by John Wiley & Sons. This book was released on 2016-09-13 with total page 179 pages. Available in PDF, EPUB and Kindle. Book excerpt: Optimize the customer experience via the cloud to gain a powerful competitive advantage Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report shows that it accounts for less than three percent of total IT spending; why are so many companies neglecting such an enormous asset? This book provides a high-level overview of how the cloud can give you a competitive advantage. You'll learn how to integrate cloud technology into sound customer experience strategy to achieve unprecedented levels of success. More than just a state-of-the-field assessment, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization. You'll examine the many factors that influence the customer experience, and emerge with the insight to fine-tune your approach using the power of the cloud. What kind of advantage is your company leaving on the table? This book guides you through the key drivers of customer success to help you optimize your approach and leverage the future of global technology. Learn the keys to competitive advantage in the digital era Gain insight into each element that affects customer experience Harness the power of the cloud to achieve customer success Follow a prescriptive framework for optimizing customer experience We are in the golden age of IT innovation, but the majority of companies haven't even adopted cloud technology, much less begun to utilize its full business capabilities. Jump into the gap now, and reap the benefits as other struggle to catch up. Customer Obsessed gives you the guidance you need to achieve sustainable success in today's digital world.

Customer Obsession

Author : Ad Nederlof
Publisher :
ISBN 13 : 9780971965201
Total Pages : 276 pages
Book Rating : 4.9/5 (652 download)

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Book Synopsis Customer Obsession by : Ad Nederlof

Download or read book Customer Obsession written by Ad Nederlof and published by . This book was released on 2002 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Customer Obsession

Author : Azevedo
Publisher : Tata McGraw-Hill Education
ISBN 13 : 9780070140752
Total Pages : 0 pages
Book Rating : 4.1/5 (47 download)

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Book Synopsis Customer Obsession by : Azevedo

Download or read book Customer Obsession written by Azevedo and published by Tata McGraw-Hill Education. This book was released on 2008-12 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: A hands-on guide to the next generation of customer relationship marketing. It reveal how businesses of any size can develop a global strategy that embraces today's empowered consumers and encourages the development of meaningful, profitable relationships with them. Get practical steps for integrating brand communications and identifying a strong marketing concept to create a campaign that establishes personalized connections with consumers.

Likeable Business: Why Today's Consumers Demand More and How Leaders Can Deliver

Author : Dave Kerpen
Publisher : McGraw Hill Professional
ISBN 13 : 0071800484
Total Pages : 254 pages
Book Rating : 4.0/5 (718 download)

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Book Synopsis Likeable Business: Why Today's Consumers Demand More and How Leaders Can Deliver by : Dave Kerpen

Download or read book Likeable Business: Why Today's Consumers Demand More and How Leaders Can Deliver written by Dave Kerpen and published by McGraw Hill Professional. This book was released on 2012-11-02 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dave Kerpen’s follow-up to his bestselling Likeable Social Media gives business owners and marketers time-tested strategies for growing revenue Likeable Business lays out the eleven strategies companies can use to leverage likeability to increase profits and spur growth. Kerpen explains how to ensure that every aspect of a business communicates transparency, accountability, responsiveness, and authenticity—which customers find more likeable than traditional marketing campaigns. Dave Kerpen is cofounder and CEO of the marketing firm Likeable Media, included in the INC 500 fastest-growing private companies in the United States for both 2011 and 2012. He is the author of the New York Times bestselling book Likeable Social Media and is a frequent keynote speaker.

Winning on Purpose

Author : Fred Reichheld
Publisher : Harvard Business Press
ISBN 13 : 1647821797
Total Pages : 159 pages
Book Rating : 4.6/5 (478 download)

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Book Synopsis Winning on Purpose by : Fred Reichheld

Download or read book Winning on Purpose written by Fred Reichheld and published by Harvard Business Press. This book was released on 2021-12-07 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.

The Founder's Mentality

Author : Chris Zook
Publisher : Harvard Business Review Press
ISBN 13 : 1633691179
Total Pages : 223 pages
Book Rating : 4.6/5 (336 download)

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Book Synopsis The Founder's Mentality by : Chris Zook

Download or read book The Founder's Mentality written by Chris Zook and published by Harvard Business Review Press. This book was released on 2016-05-17 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Washington Post Bestseller Three Principles for Managing—and Avoiding—the Problems of Growth Why is profitable growth so hard to achieve and sustain? Most executives manage their companies as if the solution to that problem lies in the external environment: find an attractive market, formulate the right strategy, win new customers. But when Bain & Company’s Chris Zook and James Allen, authors of the bestselling Profit from the Core, researched this question, they found that when companies fail to achieve their growth targets, 90 percent of the time the root causes are internal, not external—increasing distance from the front lines, loss of accountability, proliferating processes and bureaucracy, to name only a few. What’s more, companies experience a set of predictable internal crises, at predictable stages, as they grow. Even for healthy companies, these crises, if not managed properly, stifle the ability to grow further—and can actively lead to decline. The key insight from Zook and Allen’s research is that managing these choke points requires a “founder’s mentality”—behaviors typically embodied by a bold, ambitious founder—to restore speed, focus, and connection to customers: • An insurgent’s clear mission and purpose • An unambiguous owner mindset • A relentless obsession with the front line Based on the authors’ decade-long study of companies in more than forty countries, The Founder’s Mentality demonstrates the strong relationship between these three traits in companies of all kinds—not just start-ups—and their ability to sustain performance. Through rich analysis and inspiring examples, this book shows how any leader—not only a founder—can instill and leverage a founder’s mentality throughout their organization and find lasting, profitable growth.

Obsessed

Author : Emily Heyward
Publisher : Penguin
ISBN 13 : 0593084314
Total Pages : 242 pages
Book Rating : 4.5/5 (93 download)

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Book Synopsis Obsessed by : Emily Heyward

Download or read book Obsessed written by Emily Heyward and published by Penguin. This book was released on 2020-06-09 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: The 2020 Porchlight Marketing & Sales Book of the Year The cofounder and chief branding officer of Red Antler, the branding and marketing company for startups and new ventures, explains how hot new brands like Casper, Allbirds, Sweetgreen, and Everlane build devoted fan followings right out of the gate. We're in the midst of a startup revolution, with new brands popping up every day, taking over our Instagram feeds and vying for our affection. Every category is up for grabs, and traditional brands are seeing their businesses erode as hundreds of small companies encroach on their territory, each hoping to become the next runaway success. But it's not enough to have a great idea, or a cool logo. Emily Heyward founded Red Antler, the Brooklyn based brand and marketing company, to help entrepreneurs embed brand as a driver of business success from the beginning. In Obsessed, Heyward outlines the new principles of what it takes to build and launch a brand that has people queuing up to buy it on opening day. She takes you behind the scenes of the creation of some of today's hottest new brands, showing you: • How Casper was able to upend the mattress industry by building a beloved brand where none had existed before • How the dating app Hinge won a fanatical user base and great word-of-mouth with the promise that the app was "designed to be deleted" • Why luggage startup Away, now valued at $1.4 billion, could build their brand around love of travel by launching with just one product--a hard-shell carry-on suitcase--rather than a whole range of luggage offerings. Whether you're starting a new business, launching a new product line, or looking to refresh a brand for a new generation of customers, Obsessed shows you why the old rules of brand-building no longer apply, and what really works for today's customers.

Stop Listening to the Customer

Author : Adam Ferrier
Publisher : John Wiley & Sons
ISBN 13 : 0730370615
Total Pages : 160 pages
Book Rating : 4.7/5 (33 download)

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Book Synopsis Stop Listening to the Customer by : Adam Ferrier

Download or read book Stop Listening to the Customer written by Adam Ferrier and published by John Wiley & Sons. This book was released on 2020-01-17 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: Don't let the customer get between you and building a strong valued brand If you want to stand out from the crowd, develop a clear and consistent brand voice, and ultimately build a fruitful business – listen to your brand. Stop Listening to the Customer offers insights into how consumers are driving homogeneity in brands and shares the proven strategies you can implement to amplify your own position in the world. The customer is not always right. In fact, our obsession with the customer risks devaluing brands by making them generic and forgettable. Brands have become too consumer-led, where they are driven by journey-mapping, customer-centric design, and an excessive focus on consumer-driven data. Instead try redressing the balance, and be brand-led, where brands and businesses can truly become unique, interesting and highly profitable. Multi-award-winning brand strategist and consumer psychologist Adam Ferrier shares his contrary approach to building a strong brand in Stop Listening to the Customer. Backed by science, real-world examples and extensive industry experience, Ferrier explores the dangers of listening to the consumer too much, shares lessons from successful businesses who prioritise their brand, and reveals the brand-building secrets of their success. With insights from Jules Lund, Lisa Ronson, John Newcomb, Rory Sutherland, and many more, this invaluable book will enable you to: Avoid the pitfalls of drowning in customer data Establish a strong, brand-led business Develop a unique brand by embracing and leveraging your weaknesses Define your brand Get your customers to invest into you Stop Listening to the Customer is ideal for those looking to grow their brands and businesses by defeating consumer-driven mediocrity, standing out from the crowd, and listening their own brand.

Stop Listening to the Customer

Author : Adam Ferrier
Publisher : John Wiley & Sons
ISBN 13 : 0730370577
Total Pages : 231 pages
Book Rating : 4.7/5 (33 download)

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Book Synopsis Stop Listening to the Customer by : Adam Ferrier

Download or read book Stop Listening to the Customer written by Adam Ferrier and published by John Wiley & Sons. This book was released on 2020-02-03 with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt: Don't let the customer get between you and building a strong valued brand If you want to stand out from the crowd, develop a clear and consistent brand voice, and ultimately build a fruitful business – listen to your brand. Stop Listening to the Customer offers insights into how consumers are driving homogeneity in brands and shares the proven strategies you can implement to amplify your own position in the world. The customer is not always right. In fact, our obsession with the customer risks devaluing brands by making them generic and forgettable. Brands have become too consumer-led, where they are driven by journey-mapping, customer-centric design, and an excessive focus on consumer-driven data. Instead try redressing the balance, and be brand-led, where brands and businesses can truly become unique, interesting and highly profitable. Multi-award-winning brand strategist and consumer psychologist Adam Ferrier shares his contrary approach to building a strong brand in Stop Listening to the Customer. Backed by science, real-world examples and extensive industry experience, Ferrier explores the dangers of listening to the consumer too much, shares lessons from successful businesses who prioritise their brand, and reveals the brand-building secrets of their success. With insights from Jules Lund, Lisa Ronson, John Newcomb, Rory Sutherland, and many more, this invaluable book will enable you to: • Avoid the pitfalls of drowning in customer data • Establish a strong, brand-led business • Develop a unique brand by embracing and leveraging your weaknesses • Define your brand • Get your customers to invest into you Stop Listening to the Customer is ideal for those looking to grow their brands and businesses by defeating consumer-driven mediocrity, standing out from the crowd, and listening their own brand.

Superior Customer Value

Author : Art Weinstein
Publisher : Routledge
ISBN 13 : 1351214322
Total Pages : 218 pages
Book Rating : 4.3/5 (512 download)

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Book Synopsis Superior Customer Value by : Art Weinstein

Download or read book Superior Customer Value written by Art Weinstein and published by Routledge. This book was released on 2018-12-07 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.

Eat, Sleep, Innovate

Author : Scott D. Anthony
Publisher : Harvard Business Press
ISBN 13 : 1633698386
Total Pages : 174 pages
Book Rating : 4.6/5 (336 download)

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Book Synopsis Eat, Sleep, Innovate by : Scott D. Anthony

Download or read book Eat, Sleep, Innovate written by Scott D. Anthony and published by Harvard Business Press. This book was released on 2020-10-20 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the author of The Little Black Book of Innovation, a new guide for using the power of habit to build a culture of innovation Leaders have experimented with open innovation programs, corporate accelerators, venture capital arms, skunkworks, and innovation contests. They've trekked to Silicon Valley, Shenzhen, and Tel Aviv to learn from today's hottest, most successful tech companies. Yet most would admit they've failed to create truly innovative cultures. There's a better way. And it all starts with the power of habit. In Eat, Sleep, Innovate, innovation expert Scott Anthony and his impressive team of coauthors use groundbreaking research in behavioral science to provide a first-of-its-kind playbook for empowering individuals and teams to be their most curious and creative—every single day. Throughout the book, the authors reveal a collection of BEANs—behavior enablers, artifacts, and nudges—they've collected from workplaces across the globe that will unleash the natural innovator inside everyone. In addition to case studies of "normal organizations doing extraordinary things," they provide readers with the tools to create their own hacks and habits, which they can then use to build and sustain their own models of a culture of innovation. Fun, lively, and utterly unique, Eat, Sleep, Innovate is the book you need to make innovation a natural and habitual act within your team or organization.

Outside in

Author : Harley Manning
Publisher : Houghton Mifflin Harcourt
ISBN 13 : 0547913982
Total Pages : 275 pages
Book Rating : 4.5/5 (479 download)

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Book Synopsis Outside in by : Harley Manning

Download or read book Outside in written by Harley Manning and published by Houghton Mifflin Harcourt. This book was released on 2012 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.

The Customer Copernicus

Author : Charlie Dawson
Publisher : Routledge
ISBN 13 : 1000365034
Total Pages : 137 pages
Book Rating : 4.0/5 (3 download)

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Book Synopsis The Customer Copernicus by : Charlie Dawson

Download or read book The Customer Copernicus written by Charlie Dawson and published by Routledge. This book was released on 2021-05-16 with total page 137 pages. Available in PDF, EPUB and Kindle. Book excerpt: Some companies are great for customers – not only do they care but they change whole markets to work better for the customers they serve. Think of Amazon, easyJet and Sky. They make things easier and improve what really matters – obvious, surely? They have also enjoyed huge business success, growing and making plenty of money. The Customer Copernicus answers the question that follows – if it’s obvious and attractive why is it so rare? And then it answers a second question, because Tesco, O2 and Wells Fargo were like this once. Why, having mastered it, would you ever stop? Because all three did, and two ended up in court. The Customer Copernicus explains how to become and how to stay customer-led. Essential reading for leaders and teams who want their organisations to stay competitive by developing a more purposeful and innovative culture.

Working Backwards

Author : Colin Bryar
Publisher : St. Martin's Press
ISBN 13 : 1250267609
Total Pages : 304 pages
Book Rating : 4.2/5 (52 download)

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Book Synopsis Working Backwards by : Colin Bryar

Download or read book Working Backwards written by Colin Bryar and published by St. Martin's Press. This book was released on 2021-02-09 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Working Backwards is an insider's breakdown of Amazon's approach to culture, leadership, and best practices from two long-time Amazon executives—with lessons and techniques you can apply to your own company, and career, right now. In Working Backwards, two long-serving Amazon executives reveal the principles and practices that have driven the success of one of the most extraordinary companies the world has ever known. With twenty-seven years of Amazon experience between them—much of it during the period of unmatched innovation that created products and services including Kindle, Amazon Prime, Amazon Studios, and Amazon Web Services—Bryar and Carr offer unprecedented access to the Amazon way as it was developed and proven to be repeatable, scalable, and adaptable. With keen analysis and practical steps for applying it at your own company—no matter the size—the authors illuminate how Amazon’s fourteen leadership principles inform decision-making at all levels of the company. With a focus on customer obsession, long-term thinking, eagerness to invent, and operational excellence, Amazon’s ground-level practices ensure these characteristics are translated into action and flow through all aspects of the business. Working Backwards is both a practical guidebook and the story of how the company grew to become so successful. It is filled with the authors’ in-the-room recollections of what “Being Amazonian” is like and how their time at the company affected their personal and professional lives. They demonstrate that success on Amazon’s scale is not achieved by the genius of any single leader, but rather through commitment to and execution of a set of well-defined, rigorously-executed principles and practices—shared here for the very first time. Whatever your talent, career or organization might be, find out how you can put Working Backwards to work for you.

The Five-Week Leadership Challenge

Author : Patrick R. Leddin
Publisher : HarperCollins Leadership
ISBN 13 : 1400225310
Total Pages : 236 pages
Book Rating : 4.4/5 (2 download)

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Book Synopsis The Five-Week Leadership Challenge by : Patrick R. Leddin

Download or read book The Five-Week Leadership Challenge written by Patrick R. Leddin and published by HarperCollins Leadership. This book was released on 2021-08-24 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: Develop and expand your innate leadership abilities through daily exercises and challenges designed to help you grow into the leader you want to be and prepare you or the job you were made to have. A recent Harvard Business Review article outlining a study of over 17,000 leaders found that although, on average, people begin to supervise others at age 30, most do not start to receive formal leadership training until their forties. Don’t wait for training that doesn’t come until it’s too late. The Five-Week Leadership Challenge is an invaluable guide to help any aspiring leader begin a daily practice of exercises and challenges designed to develop and expand your innate leadership ability as quickly as possible. Patrick Leddin has served as a U.S. Army airborne, infantry, and ranger-qualified officer, founded and ran successful businesses, and trained thousands of leaders. In The Five-Week Leadership Challenge, Leddin shows you how to quickly build standout leadership skills so that when the next opportunity comes along, you're the only person for the job. The Five-Week Leadership Challenge: Includes 35 daily challenges designed to quickly develop standout leadership skills. Outlines the leadership habits you can practice regularly that get you noticed—and promoted, based on Leddin’s experience training and consulting thousands of leaders all over the world. Encourages you to share your completion of the leadership challenge on social media to exponentially expand your networking opportunities and receive bonus content and access to additional author tools.

The Customer-Driven Culture: A Microsoft Story

Author : Travis Lowdermilk
Publisher : O'Reilly Media
ISBN 13 : 1492058688
Total Pages : 211 pages
Book Rating : 4.4/5 (92 download)

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Book Synopsis The Customer-Driven Culture: A Microsoft Story by : Travis Lowdermilk

Download or read book The Customer-Driven Culture: A Microsoft Story written by Travis Lowdermilk and published by O'Reilly Media. This book was released on 2020-02-24 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers

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

Author : Jon Picoult
Publisher : McGraw Hill Professional
ISBN 13 : 1264258798
Total Pages : 289 pages
Book Rating : 4.2/5 (642 download)

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Book Synopsis From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans by : Jon Picoult

Download or read book From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans written by Jon Picoult and published by McGraw Hill Professional. This book was released on 2021-10-12 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.