This article was originally published by Inc. on Oct. 30, 2017 Focus on turning moments of intense emotion into signature experiences. Great customer experiences don’t happen by chance. You need to provide tangible, consistent evidence of your value...
This article was originally published by Inc. on Oct. 26, 2017 Aligning your brand and strategy starts with making sure you’re setting the right expectations and segmenting customers. It’s your job to tell your customers what they can and should...
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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 combined experience as management experts, thought leaders, and journalists, Tom and Patricia offer groundbreaking insights into how companies create memorable, differentiating customer experiences that boost reputation, customer satisfaction, and the bottom line.