Latest Thinking
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.)
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 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.)
To Really Wow Your Customers, Do These Four Things
Great customer experiences don’t happen by chance. You need to provide tangible, consistent evidence of your value proposition wherever and whenever you touch customers. (Originally published by Inc.)
10 Questions to Diagnose Problems Between You and Your Customers
Aligning your brand and strategy starts with making sure you’re setting the right expectations and segmenting customers. (Originally posted by Inc.)
United’s Basic Economy Violates Basic Decency. Entrepreneurs, Pay Attention
Customer experience isn’t a zero sum game. So why is it treated like a commodity that needs to be parceled out? (Originally published by Inc.)
Why the Customer Isn’t Always Right
Find the right customer for you — one that fits into your vision, strategy, and capabilities. (Originally published by Inc.)
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. (Originally published by Inc.)
Happy 50th Birthday, ATM
It was 50 years today — on June 27, 1967, a few weeks after the Beatles released Sgt. Pepper’s Lonely Hearts Club Band — an innovation came out of England that transformed an industry and changed consumer behavior around the world. (Originally published by strategy+business)
The Key to Creating Great Customer Experiences
Customer experience has become the battleground for differentiation as companies compete in an increasingly commoditized world. Businesses of all kinds — online, omni-channel, old-school brick and mortar, B2B and B2C — recognize that product, price, and brand aren’t enough to gain the attention of fickle customers and discerning clients, let alone earn their trust. (Originally published by Linkedin.)
About Us
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.