by Patricia O'Connell and Thomas A. Stewart | Jun 21, 2017 | Uncategorized
This article was originally published by Inc. on June 19, 2017 Trying too hard to please the wrong customers can lure you away from your sweet spot, and into unfamiliar territory that you can’t successfully navigate. At a recent gathering of... 
by Patricia O'Connell and Thomas A. Stewart | Jun 10, 2017 | Uncategorized
This article was originally published by Inc. on June 8, 2017 It’s not enough to know your customer. You need to understand everything — and everyone — who influences the buying decision. Marketers are brought up to know and understand... 
by Patricia O'Connell and Thomas A. Stewart | May 26, 2017 | Uncategorized
This article was originally published by Inc. on May 24, 2017. Dunkin’ and Starbucks dominate the coffee scene with two very different approaches that go beyond selling just caffeine and carbs. We’ve been writing about and working with the subject... 
by Patricia O'Connell and Thomas A. Stewart | May 14, 2017 | Uncategorized
This article was originally published by Inc. on May 12, 2017 As a startup you don’t have the luxury of a track record or a reputation, so you have to sell potential customers on what you can do for them now. One of us recently worked with a startup that... 
by Patricia O'Connell and Thomas A. Stewart | May 7, 2017 | Uncategorized
This article was originally published by Inc. on May 5, 2017 Surprise confuses customers and puts the onus on individual employees. Focus on delighting them — whatever that means in the context of your service offering. “Surprise and delight” has... 
by Patricia O'Connell and Thomas A. Stewart | May 3, 2017 | Uncategorized
This article was originally published by Inc. on May 1, 2017 Customers want speed, personalization, and control–all without sacrificing quality, the human touch, and the feeling of being taken care of. This year marks the 50th birthday of the ATM, the device...
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.