by Patricia O'Connell and Thomas A. Stewart | Jul 9, 2017 | Uncategorized
This article was originally published by Inc. on July 7, 2017 Find the right customer for you — one that fits into your vision, strategy, and capabilities. “The customer is always right” is the best-known adage about customer experience and... 
by Patricia O'Connell and Thomas A. Stewart | Jul 2, 2017 | Uncategorized
This article was originally published by Inc. on June 30, 2017 When companies reverse themselves on high-profile decisions, they need to understand why they’re doing it and what’s at stake. One of the principles of service design is that... 
by Patricia O'Connell and Thomas A. Stewart | Jun 29, 2017 | Uncategorized
This article was originally published by strategy+business on June 27, 2017 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... 
by Patricia O'Connell and Thomas A. Stewart | Jun 25, 2017 | Uncategorized
Originally published by Linkedin on June 23, 2018 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... 
by Patricia O'Connell and Thomas A. Stewart | Jun 23, 2017 | Uncategorized
This article was originally published by Inc. on June 21, 2016 In giving passengers shared responsibility for the customer experience, Uber put the passenger in the driver’s seat and changed on-demand services. It’s easy to talk about all the ways...
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.