“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.
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.
“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
“Here is a long overdue manual for using the cohesiveness and power of design thinking to optimize every interaction your business has with its customers. You’ll not only understand why Service Design is as important as product design—you’ll have a new perspective on what makes a company unique.” — Beth Comstock, Vice Chair, GE
“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
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.