When companies reverse themselves on high-profile decisions, they need to understand why they’re doing it and what’s at stake.
Inc., June 30, 2017
In giving passengers shared responsibility for the customer experience, Uber put the passenger in the driver’s seat and changed on-demand services.
Inc., June 21, 2017
It’s not enough to know your customer. You need to understand everything — and everyone — who influences the buying decision.
Inc., June 8, 2017
Dunkin’ and Starbucks dominate the coffee scene with two very different approaches that go beyond selling just caffeine and carbs.
Inc., May 24, 2017
As a startup you don’t have the luxury of a track record or a reputation, so you have to sell potential customers on what you can do for them now.
Inc., May 12, 2017
Surprise confuses customers and puts the onus on individual employees. Focus on delighting them — whatever that means in the context of your service offering.
Inc., May 5, 2017
Customers want speed, personalization, and control—all without sacrificing quality, the human touch, and the feeling of being taken care of.
Inc., May 1, 2017
Howard Schultz was a master of what is now called Service Design long before the phrase came to be. So as Schultz prepares to leaves the CEO post to head up the company’s new, ultra-upscale Starbucks Reserve venture, it’s worth reflecting on what he has accomplished — not just for coffee drinkers but for business thinkers — and why his vision can endure beyond his tenure.
strategy + business, January 10, 2017
The specifics and need for an overall service experience design were driven home to me in a new book, “Woo, Wow, and Win,” by Thomas A. Stewart and Patricia O’Connell. The authors provide details and multiple examples of how imagining, creating, and rethinking the execution of every aspect of the transaction not only better satisfies customers, but advances your strategic goals.
The Huffington Post, November 30, 2016
You can tell a lot about a company’s leadership and customer commitment by examining its service design strategy. In their new book, “Woo, Wow and Win,” authors Thomas Stewart and Patricia O’Connell describe five essential principles of service design.
Smartbrief, November 28, 2016
Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies—whether digital or brick-and-mortar, B2B or B2C—are not designed for service or capable of providing an experience that matches a customer’s expectations with every interaction.
Brandchannel, November 30, 2016
In their new book, Thomas A. Stewart and Patricia O’Connell explain the art, strategy and vital necessity of building customer service into the fundamental structure of a company.
The Huffington Post, December 2, 2016
Thomas A. Stewart and Patricia O’Connell write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience.
Shep Hyken’s Customer Service Blog
In this latest edition of MRM “Talking With” Modern Restaurant Management magazine discusses service design and customer delight with Patricia O’Connell (POC) and Thomas A. Stewart (TAS), authors of the just-released “Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight.”
MRM, November 29, 2016
We were curious about whether foundational service design can lead to companies that more regularly do the right thing—what we call principled performance. Mike Eichenwald who leads the Advisory Services practice at LRN spoke with Tom and Patricia about how organizations can be designed for elevated behavior.
LRN, December 7, 2016
Drawing on examples from airlines and brokerages, hospitals and hospitality, consulting and construction, Stewart and O’Connell show how to apply the principles of service design in ways that uniquely fit your strategy.
American Marketing Association Webcast, December 19, 2016
Whether your temporary help is dealing face to face with customers, in a call center helping them by phone, or behind the scenes in a warehouse or backoffice, they all contribute to your customers’ experience, which you want to be consistent with your brand and what customers expect and get the rest of the year.
Linkedin, November 25, 2016
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