Woo, Wow, and Win

Latest Insights

Inc. logo

Why the Customer Isn't Always Right

Find the right customer for you — one that fits into your vision, strategy, and capabilities.
Inc. July 7, 2017

Inc. logo

Sometimes, You'll Need to Reverse a Decision. Here's What to Consider First

When companies reverse themselves on high-profile decisions, they need to understand why they’re doing it and what’s at stake.
Inc., June 30, 2017

Stern Strategy Group logo

Podcast: Minds Worth Meeting

After the Show: Tom Stewart and Patricia O’Connell
Stern Strategy Group, June 30, 2017

strategy+business logo

Happy 50th Birthday, ATM

4 lessons from the ATM about how human-centered design can improve the value of an innovation.
strategy + business, June 27, 2017

Linkedin logo

The Key to Creating Great Customer Experiences

Service design is the strategic discipline that ensures your customers gets the experience that you want them to have — every time.
linkedin, June 23, 2017

Inc. logo

Ex-CEO Travis Kalanick Got Plenty Wrong. But Uber Did These 5 Things Very, Very Right

In giving passengers shared responsibility for the customer experience, Uber put the passenger in the driver’s seat and changed on-demand services.
Inc., June 21, 2017

Inc. logo

Why You Shouldn't Go the Extra Mile for Customers

Trying too hard to please the wrong customers can lure you away from your sweet spot, and into unfamiliar territory that you can’t successfully navigate.
Inc., June 19, 2017

Inc. logo

Five Things You Need to Know When You're Selling to a Business

It’s not enough to know your customer. You need to understand everything — and everyone — who influences the buying decision.
Inc., June 8, 2017

Inc. logo

Starbucks and Dunkin's Secret to Success Isn't About the Coffee

Dunkin’ and Starbucks dominate the coffee scene with two very different approaches that go beyond selling just caffeine and carbs.
Inc., May 24, 2017

Inc. logo

Startups Fail Because They Don't Know The Difference Between Selling to an Investor and Selling to a Customer

As a startup you don’t have the luxury of a track record or a reputation, so you have to sell potential customers on what you can do for them now.
Inc., May 12, 2017

Inc. logo

Why You Shouldn't Surprise and Delight Your Customers

Surprise confuses customers and puts the onus on individual employees. Focus on delighting them — whatever that means in the context of your service offering.
Inc., May 5, 2017

Inc. logo

Five Ways to Meet Your Customers' Needs--and Your Own

Customers want speed, personalization, and control—all without sacrificing quality, the human touch, and the feeling of being taken care of.
Inc., May 1, 2017

Inc. logo

Can Retail Be Saved? Yes, and Here's How

Whatever service or product you are selling, retailers attract and keep customers by designing an experience, not just an expedition.
Inc., April 26, 2017

strategy+business logo

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

Linkedin logo

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

strategy+business logo

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.