by Patricia O'Connell and Thomas A. Stewart | Apr 28, 2017 | Uncategorized
This article was originally published by Inc. on April 26, 2017 Whatever service or product you are selling, retailers attract and keep customers by designing an experience, not just an expedition. What’s with the empty storefronts on Madison Avenue, High... 
by Patricia O'Connell and Thomas A. Stewart | Jan 12, 2017 | Uncategorized
This article was originally published by strategy+business in January 10, 2017 Starbucks has an angel on one shoulder and a devil on the other. The angel works to guide Starbucks toward its better instincts: to retain the vision that impresario Howard Schultz... 
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 | 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.