Latest Thinking

Customer delight: Do the math!

“Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. (Originally published by Customer Bliss.)

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The Art of Customer Delight

The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model. (Originally published by strategy+business.)

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How to Manage Customer Emotions

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? (Originally published by Shephyken.)

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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.

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Download A Free Excerpt


Sign up to read our Five Principles of Service Design, along with the introduction to our book, Woo, Wow, and Win!

You'll also receive occasional emails announcing new articles and resources.

Please check your email box for the download link