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

Praise for

FROM IMPRESSED TO OBSESSED

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, cofounder and former President and 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 rolecustomers, colleagues, employees, or othersthis book will help you do it with distinction.

Marshall Goldsmith,New York Times #1 bestselling author of Triggers, Mojo, and What Got You Here Wont Get You There

A welcome primer for any organization seeking to understand the possibilities and leverage of an extraordinary customer experience.

Seth Godin, author of This Is Marketing

An exceptionally practical and well-researched book. From Impressed to Obsessed captures the essence of a positive customer experience and provides a clear road map 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 Ive learned from this book are invaluable.

James DeVries, CEO, 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 principlesused by some of the worlds most customer-centric brandsthat can be easily followed to shape great customer experiences and create lifelong fans for any brand.

Jenifer Robertson, Executive Vice President and 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. Its 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 road map for turning people into ravings fans. This is a must-read for any organizational leader whos trying to solve for stronger and faster growth.

Bob OLeary, Chairman, Philadelphia Insurance Companies

There is a new standard in customer engagement: You cant just satisfy your customers, youve 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 road map for the new standard in customer engagement. Study and enjoy!

Chester Elton, bestselling coauthor of The Carrot Principle, Leading with Gratitude, and 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 raritya 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 herethe experience reading this book was a pleasure, and I am a raving fan!

Matthew Winter, President (retired), Allstate Corporation

From Impressed to Obsessed is one of the best business books I have ever read. Its 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 road map 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 and President, BD Life Sciences (Becton, Dickinson and Company)

Customer centricity drives financial performance! Picoults 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, Picoults 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 youve 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, founder and CEO, Carson Group, and New York Times bestselling author of The Sustainable Edge

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 frontline service reps, Im convinced this book will help anyone reexamine and reinvigorate the experience they deliver to others.