Woo, Wow, and Win

Latest Insights

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How Howard Schultz’s Angel Poised Starbucks for Success

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 Huffington Post

9 Transaction Models Shape Your Customer Experience

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


Passion-based service design: How to win and retain customers

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

Contact Center Pipeline

On the road to customer-centricity [PDF]

Where is your organization on the journey?
Contact Center Pipeline, December 2016 [PDF]

Customer Bliss

Customer delight: Do the math!

“Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them.
Customer Bliss, November 30, 2016


Woo, Wow, and Win: 5 Questions With Tom Stewart and Patricia O’Connell

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

The Huffington Post

Woo, Wow, and Win: Stewart and O’Connell on Designing Customer Delight

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

Shep Hyken

Guest blog: How to manage customer emotions

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


#NasdaqReads: Woo, Wow & Win Authors

Facebook Live video interview
NASDAQ, December 2, 2016

Modern Restaurant Management

MRM Talking With: Patricia O’Connell and Thomas A. Stewart, Authors of ‘Woo, Wow, and Win’

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

LRN logo

The LRN Conversation: Can service design advance ethical culture?

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

American Marketing Association

Woo, Wow, and Win: How Five Principles of Service Design Will Shape the Future of Marketing

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

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Black Friday: Making Sure Temporary Employees Are a Bright Spot This Holiday Season

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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The Art of Customer Delight

The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model. strategy + business, November 1, 2016

Copyright © Thomas A. Stewart and Patricia O'Connell. All rights reserved.