From Impressed To Obsessed 12 Principles For Turning Customers And Employees Into Lifelong Fans

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

Author : Jon Picoult
Publisher : McGraw-Hill Education
ISBN 13 : 9781264258789
Total Pages : 256 pages
Book Rating : 4.2/5 (587 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 Education. This book was released on 2021-10-12 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Stop satisfying your customers – and start impressing them – using the strategies of Apple, Costco, Disney, and other industry dominators. 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. Renowned customer experience expert Jon Picoult takes you on a mesmerizing journey, showing how customer loyalty is as much about shaping people’s memories as it is about shaping their experiences. Through captivating stories and eye-opening studies, Picoult explains the 12 breakthrough, psychology-based strategies that successful companies use to impress customers – leading them to become obsessed with the business’s products and services, and to encourage others to do the same. Filled with actionable examples, you’ll see how you can immediately apply these principles to turn more sales prospects into customers, and more customers into raving fans. Picoult even demonstrates how business leaders can use the very same principles to strengthen employee engagement and loyalty. Turn your organization’s customer experience into its greatest competitive advantage, by applying the simple but profound lessons in From Obsessed to Impressed.

Customers for Life

Author : Carl Sewell
Publisher : Crown Currency
ISBN 13 : 0307567311
Total Pages : 241 pages
Book Rating : 4.3/5 (75 download)

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Book Synopsis Customers for Life by : Carl Sewell

Download or read book Customers for Life written by Carl Sewell and published by Crown Currency. This book was released on 2009-07-01 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.

Digital Customer Service

Author : Rick DeLisi
Publisher : John Wiley & Sons
ISBN 13 : 1119841909
Total Pages : 262 pages
Book Rating : 4.1/5 (198 download)

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Book Synopsis Digital Customer Service by : Rick DeLisi

Download or read book Digital Customer Service written by Rick DeLisi and published by John Wiley & Sons. This book was released on 2021-08-31 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Yes Is the Answer

Author : Christine Trippi
Publisher :
ISBN 13 : 9781733244015
Total Pages : 128 pages
Book Rating : 4.2/5 (44 download)

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Book Synopsis Yes Is the Answer by : Christine Trippi

Download or read book Yes Is the Answer written by Christine Trippi and published by . This book was released on 2019-08-18 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Four Simple Steps. That's all it takes to deliver legendary service and build a thriving team culture. Is negative service impacting your bottom line? Do you find it hard to maintain your confidence when you have to disappoint a customer? Then Yes Is the Answer is the leadership book you need to read. Christine Trippi shares her energy and passion for Sweet Hospitality--the key to success in the hospitality industry--by taking readers through the simple steps of responding positively while developing strong relationships. Along the way, she reviews examples that cover all aspects of work and family life with opportunities to test your new skills in the book (or with a downloadable Yes Is the Answer companion workbook). By the end of this fun, quick, and easy read, you'll have the information and skills needed to always say Yes and achieve Sweet Results! The best part is that you'll learn how you can change the world, one Yes at a time! Should you read this book? Yes Is the Answer!

The Sense of an Ending

Author : Julian Barnes
Publisher : Vintage
ISBN 13 : 0307957330
Total Pages : 158 pages
Book Rating : 4.3/5 (79 download)

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Book Synopsis The Sense of an Ending by : Julian Barnes

Download or read book The Sense of an Ending written by Julian Barnes and published by Vintage. This book was released on 2011-10-05 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: BOOKER PRIZE WINNER • NATIONAL BESTSELLER • A novel that follows a middle-aged man as he contends with a past he never much thought about—until his closest childhood friends return with a vengeance: one of them from the grave, another maddeningly present. A novel so compelling that it begs to be read in a single setting, The Sense of an Ending has the psychological and emotional depth and sophistication of Henry James at his best, and is a stunning achievement in Julian Barnes's oeuvre. Tony Webster thought he left his past behind as he built a life for himself, and his career has provided him with a secure retirement and an amicable relationship with his ex-wife and daughter, who now has a family of her own. But when he is presented with a mysterious legacy, he is forced to revise his estimation of his own nature and place in the world.

The Snowball

Author : Alice Schroeder
Publisher : A&C Black
ISBN 13 : 1408807327
Total Pages : 833 pages
Book Rating : 4.4/5 (88 download)

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Book Synopsis The Snowball by : Alice Schroeder

Download or read book The Snowball written by Alice Schroeder and published by A&C Black. This book was released on 2009-09-16 with total page 833 pages. Available in PDF, EPUB and Kindle. Book excerpt: Shortlisted for the Financial Times and Goldman Sachs Business Book of the Year Prize 2008 The Snowball is the first and will be the only biography of the world's richest man, Warren Buffett, written with his full cooperation and collaboration. Combining a unique blend of "The Sage of Omaha's" business savvy, life story and philosophy, The Snowball is essential reading for anyone wishing to discover and replicate the secrets of his business and life success. Warren Buffett is arguably the world's greatest investor. Even as a child he was fascinated by the concept of risk and probability, setting up his first business at the age of six. In 1964 he bought struggling Massachusetts textile firm Berkshire Hathaway and grew it to be the 12th largest corporation in the US purely through the exercise of sound investing principles - a feat never equalled in the annals of business. Despite an estimated net worth of around US$62 billion, Buffett leads an intriguingly frugal life taking home a salary of only £50,000 a year. His only indulgence is a private jet, an extravagance he wryly acknowledges by calling it "The Indefensible". In 2006, he made the largest charitable donation on record, with most of it going to the Bill & Melinda Gates Foundation. The Snowball provides a comprehensive, richly detailed insight one of the world's most extraordinary and much loved public figures.

No Logo

Author : Naomi Klein
Publisher : Macmillan
ISBN 13 : 9780312203436
Total Pages : 520 pages
Book Rating : 4.2/5 (34 download)

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Book Synopsis No Logo by : Naomi Klein

Download or read book No Logo written by Naomi Klein and published by Macmillan. This book was released on 2000-01-15 with total page 520 pages. Available in PDF, EPUB and Kindle. Book excerpt: "What corporations fear most are consumers who ask questions. Naomi Klein offers us the arguments with which to take on the superbrands." Billy Bragg from the bookjacket.

The Everything Store

Author : Brad Stone
Publisher : Little, Brown
ISBN 13 : 0316219258
Total Pages : 387 pages
Book Rating : 4.3/5 (162 download)

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Book Synopsis The Everything Store by : Brad Stone

Download or read book The Everything Store written by Brad Stone and published by Little, Brown. This book was released on 2013-10-15 with total page 387 pages. Available in PDF, EPUB and Kindle. Book excerpt: The authoritative account of the rise of Amazon and its intensely driven founder, Jeff Bezos, praised by the Seattle Times as "the definitive account of how a tech icon came to life." Amazon.com started off delivering books through the mail. But its visionary founder, Jeff Bezos, wasn't content with being a bookseller. He wanted Amazon to become the everything store, offering limitless selection and seductive convenience at disruptively low prices. To do so, he developed a corporate culture of relentless ambition and secrecy that's never been cracked. Until now. Brad Stone enjoyed unprecedented access to current and former Amazon employees and Bezos family members, giving readers the first in-depth, fly-on-the-wall account of life at Amazon. Compared to tech's other elite innovators -- Jobs, Gates, Zuckerberg -- Bezos is a private man. But he stands out for his restless pursuit of new markets, leading Amazon into risky new ventures like the Kindle and cloud computing, and transforming retail in the same way Henry Ford revolutionized manufacturing. The Everything Store is the revealing, definitive biography of the company that placed one of the first and largest bets on the Internet and forever changed the way we shop and read.

It's Complicated

Author : Danah Boyd
Publisher : Yale University Press
ISBN 13 : 0300166311
Total Pages : 296 pages
Book Rating : 4.3/5 (1 download)

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Book Synopsis It's Complicated by : Danah Boyd

Download or read book It's Complicated written by Danah Boyd and published by Yale University Press. This book was released on 2014-02-25 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Surveys the online social habits of American teens and analyzes the role technology and social media plays in their lives, examining common misconceptions about such topics as identity, privacy, danger, and bullying.

Instagram Secrets

Author : Jeremy McGilvrey
Publisher : Jeremy McGilvrey
ISBN 13 : 9780692873953
Total Pages : 228 pages
Book Rating : 4.8/5 (739 download)

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Book Synopsis Instagram Secrets by : Jeremy McGilvrey

Download or read book Instagram Secrets written by Jeremy McGilvrey and published by Jeremy McGilvrey. This book was released on 2017-04-14 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: By leveraging the secrets revealed in this book, people are going from struggling entrepreneurs to running successful businesses in just a few month. Throughout the 21 chapters you will find a step-by-step blueprint that teaches you how to grow your Instagram following fast, effortlessly drive massive traffic to your website, collect email leads like crazy, and generate predictable profits.

Winning

Author : Jack Welch
Publisher : Harper Collins
ISBN 13 : 0061757586
Total Pages : 388 pages
Book Rating : 4.0/5 (617 download)

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Book Synopsis Winning by : Jack Welch

Download or read book Winning written by Jack Welch and published by Harper Collins. This book was released on 2009-10-13 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: A champion manager of people, Jack Welch shares the hard-earned wisdom of a storied career in what will become the ultimate business bible With Winning, Jack Welch delivers a wide-ranging, in-depth, no-holds-barred management guidebook about the tough strategic, organizational, and personal challenges that face people at every stage of their careers. Loaded with candid personal anecdotes, hard-hitting advice, and invaluable dos and don’ts, Jack explains his theory of business, by laying out the four most important principles that form the foundation of his success. Chapters include: How to Get Promoted, How to Think about Strategy, How to Write a Budget that Works, How to Work for a Jerk, How Find Work-Life Balance and How Start Something New. Enlivened by quotes from business leaders that Welch interviewed especially for the book, it’s a tour de force that reflects Welch’s mastery of execution, excellence and leadership.

The Startup of You (Revised and Updated)

Author : Reid Hoffman
Publisher : Crown Currency
ISBN 13 : 0307888924
Total Pages : 274 pages
Book Rating : 4.3/5 (78 download)

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Book Synopsis The Startup of You (Revised and Updated) by : Reid Hoffman

Download or read book The Startup of You (Revised and Updated) written by Reid Hoffman and published by Crown Currency. This book was released on 2012-02-14 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The groundbreaking #1 New York Times bestseller that taught a generation how to transform their careers—now in a revised and updated edition “A profound book about self-determination and self-realization.”—Senator Cory Booker “The Startup of You is crammed with insights and strategies to help each of us create the work life we want.”—Gretchen Rubin, author of The Happiness Project In this invaluable book, LinkedIn co-founder Reid Hoffman and venture capitalist Ben Casnocha show how to accelerate your career in today’s competitive world. The key is to manage your career as if it were a startup business: a living, breathing, growing startup of you. Why? Startups—and the entrepreneurs who run them—are nimble. They invest in themselves. They build their professional networks. They take intelligent risks. They make uncertainty and volatility work to their advantage. These are the very same skills professionals need to get ahead today. This book isn’t about cover letters or résumés. Instead, you will learn the best practices of the most successful startups and how to apply these entrepreneurial strategies to your career. Whether you work for a giant multinational corporation, stitch together multiple gigs in a portfolio career, or are launching your own venture, you need to know how to • adapt your career plans as pandemics rage and technologies upend industries • develop a competitive advantage so that you stand out from others at work • strengthen your professional network by building powerful alliances and maintaining a diverse mix of relationships • engineer serendipity that produces life-changing career opportunities • take proactive risks to become more resilient to industry tsunamis • tap your network for information and intelligence that help you make smarter decisions The career landscape has changed dramatically in the decade since Hoffman and Casnocha first published this guide. In an urgent update to the frameworks that have helped hundreds of thousands of people transform their careers, this new edition of The Startup of You will teach you how to achieve your boldest professional ambitions.

Talking to Strangers

Author : Malcolm Gladwell
Publisher : Little, Brown
ISBN 13 : 0316535621
Total Pages : 316 pages
Book Rating : 4.3/5 (165 download)

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Book Synopsis Talking to Strangers by : Malcolm Gladwell

Download or read book Talking to Strangers written by Malcolm Gladwell and published by Little, Brown. This book was released on 2019-09-10 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: Malcolm Gladwell, host of the podcast Revisionist History and author of the #1 New York Times bestseller Outliers, offers a powerful examination of our interactions with strangers and why they often go wrong—now with a new afterword by the author. A Best Book of the Year: The Financial Times, Bloomberg, Chicago Tribune, and Detroit Free Press How did Fidel Castro fool the CIA for a generation? Why did Neville Chamberlain think he could trust Adolf Hitler? Why are campus sexual assaults on the rise? Do television sitcoms teach us something about the way we relate to one another that isn’t true? Talking to Strangers is a classically Gladwellian intellectual adventure, a challenging and controversial excursion through history, psychology, and scandals taken straight from the news. He revisits the deceptions of Bernie Madoff, the trial of Amanda Knox, the suicide of Sylvia Plath, the Jerry Sandusky pedophilia scandal at Penn State University, and the death of Sandra Bland—throwing our understanding of these and other stories into doubt. Something is very wrong, Gladwell argues, with the tools and strategies we use to make sense of people we don’t know. And because we don’t know how to talk to strangers, we are inviting conflict and misunderstanding in ways that have a profound effect on our lives and our world. In his first book since his #1 bestseller David and Goliath, Malcolm Gladwell has written a gripping guidebook for troubled times.

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.

The Tipping Point

Author : Malcolm Gladwell
Publisher : Little, Brown
ISBN 13 : 0759574731
Total Pages : 202 pages
Book Rating : 4.7/5 (595 download)

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Book Synopsis The Tipping Point by : Malcolm Gladwell

Download or read book The Tipping Point written by Malcolm Gladwell and published by Little, Brown. This book was released on 2006-11-01 with total page 202 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the bestselling author of The Bomber Mafia: discover Malcolm Gladwell's breakthrough debut and explore the science behind viral trends in business, marketing, and human behavior. The tipping point is that magic moment when an idea, trend, or social behavior crosses a threshold, tips, and spreads like wildfire. Just as a single sick person can start an epidemic of the flu, so too can a small but precisely targeted push cause a fashion trend, the popularity of a new product, or a drop in the crime rate. This widely acclaimed bestseller, in which Malcolm Gladwell explores and brilliantly illuminates the tipping point phenomenon, is already changing the way people throughout the world think about selling products and disseminating ideas. “A wonderful page-turner about a fascinating idea that should affect the way every thinking person looks at the world.” —Michael Lewis

Jack

Author : Jack Welch
Publisher : Business Plus
ISBN 13 : 0759509212
Total Pages : 466 pages
Book Rating : 4.7/5 (595 download)

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Book Synopsis Jack by : Jack Welch

Download or read book Jack written by Jack Welch and published by Business Plus. This book was released on 2003-10-01 with total page 466 pages. Available in PDF, EPUB and Kindle. Book excerpt: The most widely respected CEO in America looks back on his brilliant career at General Electric and reveals his personal business philosophy and unique managerial style. Nearly 20 years ago, former General Electric CEO Reg Jones walked into Jack Welch's office and wrapped him in a bear hug. "Congratulations, Mr. Chairman," said Reg. It was a defining moment for American business. So begins the story of a self-made man and a self-described rebel who thrived in one of the most volatile and economically robust eras in U.S. history, while managing to maintain a unique leadership style. In what is the most anticipated book on business management for our time, Jack Welch surveys the landscape of his career running one of the world's largest and most successful corporations.

Alcoholics Anonymous

Author : Bill W.
Publisher : Penguin
ISBN 13 : 0698176936
Total Pages : 418 pages
Book Rating : 4.6/5 (981 download)

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Book Synopsis Alcoholics Anonymous by : Bill W.

Download or read book Alcoholics Anonymous written by Bill W. and published by Penguin. This book was released on 2014-09-04 with total page 418 pages. Available in PDF, EPUB and Kindle. Book excerpt: A 75th anniversary e-book version of the most important and practical self-help book ever written, Alcoholics Anonymous. Here is a special deluxe edition of a book that has changed millions of lives and launched the modern recovery movement: Alcoholics Anonymous. This edition not only reproduces the original 1939 text of Alcoholics Anonymous, but as a special bonus features the complete 1941 Saturday Evening Post article “Alcoholics Anonymous” by journalist Jack Alexander, which, at the time, did as much as the book itself to introduce millions of seekers to AA’s program. Alcoholics Anonymous has touched and transformed myriad lives, and finally appears in a volume that honors its posterity and impact.