Originally published in strategy+business on October 17, 2018. Customer segmentation isn’t just a revenue tool, but also a way to achieve excellence in execution. When it comes to customer experience, the airline industry takes a lot of criticism. Even a...
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....
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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.