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

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

Latest Thinking

Download A Free Excerpt


Sign up to receive our Five Principles of Service Design and the introduction to Woo, Wow, and Win!

You'll also receive periodic updates from us with announcements about new writings.

Please check your inbox for the link to the download

Download A Free Excerpt


Sign up to read our Five Principles of Service Design, along with the introduction to our book, Woo, Wow, and Win!

You'll also receive occassional emails announcing new articles and resources.

Please check your email box for the download link