“This is the book that service business executives have been waiting for.” — Ram Charan, advisor to CEOs and boards, author of The Attackers Advantage
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 is a roadmap for success in a landscape being rapidly transformed by technology and entrepreneurship.” — Steve Case, Chairman and CEO of Revolution, author of The Third Wave: An Entrepreneur’s Vision of the Future
“In a world reshaped by cloud computing, smart phones, machine learning, and the Internet of things, two themes cut across all sectors: Everything is digital, and everything is a service. Woo, Wow, and Win shows how any business can use Service Design to capitalize on these trends to engage customers, enlist employees, and delight shareholders.” — Geoffrey Moore, author, Crossing the Chasm and Zone to Win
“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 consults, speaks, and offers workshops with co-author Thomas A. Stewart on using service design to close the gap between customer experience, brand, and strategy, based on the Five Principles of Service Design.
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.