by Patricia O'Connell | Apr 5, 2019 | Featured
Solving Customer Problems—Even When It’s Not Your Fault By Patricia O’Connell The first rule of customer experience is design it right from the get go so you don’t have work to make it right later on. That’s why service design and the five principles... 
by Thomas A. Stewart and Patricia O'Connell | Jan 31, 2019 | Featured
Originally published in strategy+business on October 17, 2018. Customer segmentation isn’t just a revenue tool, but also a way to achieve excellence in execution. When it comes to customer experience, the airline industry takes a lot of criticism. Even a... 
by Thomas A. Stewart and Patricia O'Connell | Feb 28, 2018 | Featured
This article was originally published by strategy+business in February 2018. IKEA’s founder, Ingvar Kamprad, who died January 27 at the age of 91, leaves behind a legacy that extends beyond his business. His business in itself would be enough: a global chain of... 
by Patricia O'Connell and Thomas A. Stewart | Oct 31, 2017 | Featured
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... 
by Patricia O'Connell and Thomas A. Stewart | Oct 29, 2017 | Featured
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... 
by Patricia O'Connell and Thomas A. Stewart | Mar 8, 2017 | Featured
This article was originally published by Wiley Online Library Stewart and O’Connell contend that companies must design great customer experiences to attract, retain, and delight customers. We tend to think about design more in products, yet services must also be...
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.