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.)
Black Friday: Making Sure Temporary Employees Are a Bright Spot This Holiday Season
Training temporary employees provides a basic level of competence, but to get them to where they can wow customers, you have to go beyond training and educate them about your culture. (Originally published by Linkedin.)
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.)
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.)
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.