Let us help your company define, design, and deliver

great customer experience.

As experts in service design, customer experience, and strategy, we’re available for speaking, consulting, and workshops.

How We Can Help You

Through speeches, executive briefings, and workshops, we can bring ideas that help you transform your customer’s experience and power your business forward. We’ll show your group how The Five Principles of Service Design identified in Woo, Wow, and Win can deliver on your value proposition by connecting your strategy to the real-life experience of your customer.

Drawing on deep research and examples from industries as diverse as airlines and brokerages, hospitals and hospitality, consulting and construction, we show how to apply The Five Principles of Service Design in ways that uniquely fit your strategy.

Customers are as much a part of your business as your employees are. We’ll demonstrate how to enlist customers as collaborators in your success, and show you how to use service design to set their expectations—and meet them in every interaction, in every channel, every time.

What we offer:

Energizing keynotes that show how to make dramatic gains in customer experience

Seminars and webinars that probe deeply into the principles and practical impact of service design

Tools and exercises that reveal your Value Proposition Archetype, so you can design your business to find and serve the customer that’s right for you

Workshops where you’ll create a Customer Experience Report Card for you and your competitors, map your 4-D Customer Journey, and then devise projects that will woo, wow, and win customers

Sample Speaking Topics

Empathy, Experience and Expectations in the Age of Digitization and AI

Customers—people—are the end users of your services, and their expectations, especially around personalization, are increasingly heightened. Learn how to ensure you’re still keeping the human element in your service—regardless of who (or what) is delivering it.

Customer Experience: The Next Battleground in the Service Economy

Customers increasingly value experience over price and product. Learn how to design and deliver an experience that differentiates you and keeps customers coming back

Design Secrets of Master Service Innovators: Learn from the "Wizards of Ahhs"

Customers crave the “Ahh moment”—when they breathe a sigh of relief because they know they are in good hands. Discover what businesses like Warby Parker, Dunkin’ Donuts, Ryanair, and Edmunds.com know about innovation in services, and how your company can apply this knowledge to create new experiences for customers

Why the Customer Isn’t Always Right: Finding the Right Customer for You

“The customer is always right” isn’t a strategy, but shopkeeping etiquette from the first part of the twentieth century. Strategic customer-centricity starts by understanding whom you want to serve then designing the experience and organization that will attract them, delight them, and keep them.

The Customer’s Knowledge Journey: What Does Your Customer Know About You?

You can learn a lot from your customers — if you pay attention. We’ll help you identify opportunities for growing what we call “customer capital” and putting it to work for you and your customers.

2018

Bank on Purpose (Austin, TX)

Diversity Supplier Program (Columbus, Ohio)

CEO Club of Boston (Boston, MA)

Fisher Summer Sessions (Columbus, Ohio)

Securing the Future: ECIA (Chicago, IL)

Innovation Leadership Days Potsdam (Germany)

Talk about Wow! Tom and Patricia brought a message to KM World that was full of energy, acumen, and importance. They showed how service design can transform a company’s knowledge activities into a powerful way to improve customer experience. Our audience went away with pithy quotes, new ideas and lots of excitement for their future plans!

Jane Dysart

Conference Chair, KMWorld

Tom and Patricia spoke at our supplier diversity executive education program. They were engaging and made it easy for the executives to participate. Their insights on service design were impactful. The discussions gave our executives material to take back to their companies and apply immediately.

James Hill

Associate Professor, The Ohio State University Fisher College of Business

2017

American Marketing Assn. (Cincinnati, OH)

Aquarion Water Company (Bridgeport, CT)

BuzzFeed (New York, NY)

DeSantis Breindel (New York, NY): Webinar – Find Your Wow: Bring Your B2B Brand to Life

DeVries Global (New York, NY): Service Design, Strategy, and the Art of Customer Delight

Institute for Innovation in Large Organizations (New York, NY; Columbus, OH; Seattle, WA)

Intercorp Innovation Festival (Lima, Peru)

KM World (Washington, D.C.)

National Minority Supplier Development Council (Chicago, IL): Using Service Design to Create Stronger Partnerships

Professional Services Growth Alliance Spring Roundtable (New York, NY)

Thought Leaders in Business (New York, NY)

Weber Shandwick (New York, NY)

Woo, Wow, and Win: A Discussion with Tom Stewart, Patricia O’Connell, and Continuum’s Toby Bottorf (Boston, MA)

2016

Association of Management Consulting Firms (Boca Raton, FL): Small Consulting Firms Leadership Retreat

Our senior management team read and discussed Woo, Wow and Win, then invited the authors in for a workshop. Our goal was to decipher pathways in getting to superlative service delivery, and Patricia O’Connell and Tom Stewart were both delightful and effective in challenging the team to look at new and innovative ways of getting there. Their presence made the book come alive, both literally and figuratively, and we now have a bona fide to accomplish this objective. We got a great return on our investment.

Charles V. Firlotte

President and CEO, Aquarion Water

Contact Us

SPEAKING:

To inquire about speaking opportunities with Patricia and Tom, contact our agent, Matthew Jones, at Leading Authorities, Inc.

Phone: (202) 783-0300 or by email at [email protected]

Click here for our availability

CONSULTING & WORKSHOPS:

To inquire about consulting and workshops, email us at [email protected]