“Woo, Wow, and Win shows how any business can use Service Design to capitalize on these trends to engage customers, enlist employees, and delight shareholders.” — Geoffrey Moore, author, Crossing the Chasm and Zone to Win
Pleasing customers isn’t enough—you must woo, wow, and win them with great customer experience. Service design is the key that unlocks that door. Thomas A. Stewart and Patricia O’Connell offer services businesses clear, practical strategies for designing and delivering those great experiences—an exercise distinctly different than it is for manufacturers.
“Tom Stewart’s and Patricia O’Connell’s exceptional book is a convincing testimony to the power of having service strategies that are as unique and differentiated as product strategies. It provides deep insights into how you can develop your customers and retain them with superior service. It’s a must read!” — Bill George, Senior Fellow at Harvard Business School, former Chair & CEO of Medtronic, and author of Discover Your True North
“Woo, Wow, and Win is a roadmap for success in a landscape being rapidly transformed by technology and entrepreneurship.” — Steve Case, Chairman and CEO of Revolution, author of The Third Wave: An Entrepreneur’s Vision of the Future
“In a world reshaped by cloud computing, smart phones, machine learning, and the Internet of things, two themes cut across all sectors: Everything is digital, and everything is a service. Woo, Wow, and Win shows how any business can use Service Design to capitalize on these trends to engage customers, enlist employees, and delight shareholders.” — Geoffrey Moore, author, Crossing the Chasm and Zone to Win
Patricia O’Connell is president of Aerten Consulting, a New York City-based firm that works with companies to devise content strategies and develop thought leadership for top management.
Thomas A. Stewart is a bestselling author, an authority on intellectual capital and knowledge management, and an influential thought leader on global management issues and ideas.
Copyright © Thomas A. Stewart and Patricia O'Connell. All rights reserved.