Latest Thinking
Ex-CEO Travis Kalanick Got Plenty Wrong. But Uber Did These 5 Things Very, Very Right
In giving passengers shared responsibility for the customer experience, Uber put the passenger in the driver’s seat and changed on-demand services. (Originally published by Inc.)
Why You Shouldn’t Go the Extra Mile for Customers
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. (Originally published by Inc.)
Five Things You Need to Know When You’re Selling to a Business
It’s not enough to know your customer. You need to understand everything — and everyone — who influences the buying decision. (Originally published by Inc.)
Starbucks and Dunkin’s Secret to Success Isn’t About the Coffee
Dunkin’ and Starbucks dominate the coffee scene with two very different approaches that go beyond selling just caffeine and carbs. (Originally published by Inc.)
Startups Fail Because They Don’t Know The Difference Between Selling to an Investor and Selling to a Customer
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. (Originally published by Inc.)
Why You Shouldn’t Surprise and Delight Your Customers
Surprise confuses customers and puts the onus on individual employees. Focus on delighting them — whatever that means in the context of your service offering. (Originally published by Inc.)
Five Ways to Meet Your Customers’ Needs–and Your Own
Customers want speed, personalization, and control–all without sacrificing quality, the human touch, and the feeling of being taken care of. (Originally published by Inc.)
Can Retail Be Saved? Yes, and Here’s How
Whatever service or product you are selling, retailers attract and keep customers by designing an experience, not just an expedition. (Originally published by Inc.)
How to Meet Your Customer’s Needs—And Your Own: Understanding Service Design Archtypes
Stewart and O’Connell contend that companies must design great customer experiences to attract, retain, and delight customers. (Originally published by Wiley Online Library.)
How Howard Schultz’s Angel Poised Starbucks for Success
Starbucks has an angel on one shoulder and a devil on the other. (Originally published by strategy+business.)
About Us
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.