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”
—Ram Charan
Advisor to CEOs and boards, author of The Attacker’s 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
Learn from Tom and Patricia how service design makes customer experience reliable, repeatable, scaleable, and profitable: the four pillars of success.
Available for speaking, consulting, and workshops
Latest Thinking
How to Solve Customer Problems—Even When It’s Not Your Fault
Customers judge their experiences on the totality of their journey, giving unequal weight to first, last, and peak/high-emotion interactions.
The Power of Price Points
Segmentation makes implicit the customers’ responsibility to co-create their experience. If you don’t like the lack of bells and whistles in basic economy, upgrade next time. (Originally published by strategy+business.)
The Legacy of IKEA Founder Ingvar Kamprad
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.)
