“The way that business seems to be becoming more and more polarized between winners and losers suggests that they might be on to something.” — Roger Trapp, contributor, Forbes Magazine
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.
“This is the book that service business executives have been waiting for. Woo, Wow, and Win shows how to make the connection between strategic opportunity, business design, and customer satisfaction. The principles of service design are the pathway to a more profitable future—and happier customers.” — Ram Charan, advisor to CEOs and boards, author of The Attackers Advantage
“For Stewart and O’Connell, service design seems to be something of a missing piece in the puzzle of intellectual capital. Suggesting that it is what unlocks ‘customer capital’ — the asset created when businesses and customers learn to work together — they say that getting service design right creates experiences, trust and transactions that make the company more valuable to its customers and its customers more valuable to it. The way that business seems to be becoming more and more polarized between winners and losers suggests that they might be on to something.” — Roger Trapp, contributor, Forbes Magazine
“This book promotes the concept of designing your company around service and offers strategies based on the idea that the design of services is different from manufacturing.”
— Andy Polansky, CEO of Weber Shandwick, 16 Books That Top CEOs Think You Should Read, Inc.
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.