“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.
“Anyone who wants to get or keep customers would do well to heed the advice in these smart, incisive pages. Service design is an idea whose time has come.” — Marshall Goldsmith, executive leadership coach and author, Triggers and Mojo
“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
“Woo, Wow, and Win provides far and away the most comprehensive advice I have seen for designing and operating service companies. It is a book I hope every leader in every service business reads and acts upon.” — Tim Brown, CEO of IDEO and author of Change by Design
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.