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

Acknowledgments 
Introduction 

PART ONE
CUSTOMER EXPERIENCE DEFINED
CHAPTER 1 Lessons from Wrap Rage 
CHAPTER 2 Know Your Customer 

PART TWO
THE CASE FOR CUSTOMER EXPERIENCE
CHAPTER 3 The Economic Calculus 
CHAPTER 4 The Competitive Bar 

PART THREE
STAGING A GREAT EXPERIENCE
CHAPTER 5 Onstage and Backstage 
CHAPTER 6 The Choreography 

PART FOUR
THE 12 PRINCIPLES FOR
CREATING LIFELONG FANS
CHAPTER 7 Create Peaks and Avoid Valleys 
CHAPTER 8 Finish Strong 
CHAPTER 9 Make It Effortless 
CHAPTER 10 Keep It Simple 
CHAPTER 11 Stir Emotion 
CHAPTER 12 Give the Perception of Control 
CHAPTER 13 Be an Advocate 
CHAPTER 14 Create Relevance 
CHAPTER 15 Pay Attention to the Details 
CHAPTER 16 Personalize the Experience 
CHAPTER 17 Deliver Pleasant Surprises 
CHAPTER 18 Recover with Style 

PART FIVE
THE POWER OF THE PRINCIPLES
CHAPTER 19 Great Performances 
CHAPTER 20 Start Impressing 
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Notes 
Index