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From Impressed to Obsessed

12 Principles for Turning Customers and Employees into Lifelong Fans

The book provides a framework of twelve key principles that businesses can use to enhance customer and employee experiences, aiming to transform their satisfaction into deep loyalty and advocacy. It offers practical advice and strategies for creating memorable interactions that lead to lasting relationships and a competitive edge.

Key points:

1. Remarkable Experiences: Go beyond satisfaction to create memorable moments that exceed expectations, turning customers into advocates.

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