Close the gap between your strategy, the promise you make, and the experience you deliver.
“The principles of service design are a pathway to a more profitable future—and happier customers”
Advisor to CEOs and boards, author of The Attackers Advantage
Thomas A. Stewart & Patricia O’Connell
Thomas A. Stewart and Patricia O’Connell are co-authors of the bestselling book Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. Drawing on their experience as management experts, thought leaders, and journalists, Tom and Patricia offer groundbreaking insights that will help your company create memorable, differentiating customer experiences that boost reputation, customer satisfaction, and the bottom line.
BOOK: Woo, Wow, and Win
Pleasing customers isn’t enough. To delight them, you must offer services that are designed to be memorable and empathetic—experiences that advance your strategy and meet customer’s expectations. Woo, Wow, and Win shows how businesses of all kinds—B2B, B2C, in a wide variety of industries—are using service design to build loyalty and lasting relationships. Our book offers executives clear, practical strategies for designing and delivering great customer experiences, from beginning to end.
Tom & Patricia are experts who can show you how to use service design to create great customer experiences.
Available for speaking and consulting
Many elements come together to forge part of IKEA’s success: its ruthless dedication to setting and meeting customer expectations. It doesn’t promise luxury, but it does promise style, practicality, value, and adventure — and delivers on those promises. (Originally published by strategy+business.)read more
Great customer experiences don’t happen by chance. You need to provide tangible, consistent evidence of your value proposition wherever and whenever you touch customers. (Originally published by Inc.)read more
Aligning your brand and strategy starts with making sure you’re setting the right expectations and segmenting customers. (Originally posted by Inc.)read more