“A convincing testimony to the power of having service strategies that are as unique and differentiated as product strategies. 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
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
“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.
“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
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.