by Patricia O'Connell and Thomas A. Stewart | Dec 1, 2016 | Uncategorized
This article was originally published by Customer Bliss in November 30, 2016. “Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. We know that’s counterintuitive. Indeed, Wikipedia’s... 
by Patricia O'Connell and Thomas A. Stewart | Nov 27, 2016 | Featured
This article was originally published by Linkedin on November 26, 2016 Retailers across the country hired between 640,000 and 690,000 temporary workers for the holiday season, according to the National Retail Federation. Though some of these positions start as early... 
by Patricia O'Connell | Nov 1, 2016 | Uncategorized
This article was originally published by strategy+business in November 2017 and in the Spring 2017 issue. The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model.... 
by Patricia O'Connell and Thomas A. Stewart | Apr 12, 2016 | Uncategorized
This article was originally published by Shephyken. When you check into a hotel on a business trip–at the end of a day of meetings or a less than relaxing flight–how do you feel? If you’re like us, you’re tired. And if you’re like us, the last thing you want is a...
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.