Product Description
In this pioneering guide, bestselling authors and business experts Thomas A. Stewart and Patricia O'Connell introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn't enough to differentiate your business—it needs to be designed for service from the ground up.
Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Woo, Wow, and Win teaches you how to create "Ahhh" moments when the customer makes a positive judgment, and to avoid "Ow" moments—when you lose a sale or worse, customer trust.
Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.
Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Woo, Wow, and Win teaches you how to create "Ahhh" moments when the customer makes a positive judgment, and to avoid "Ow" moments—when you lose a sale or worse, customer trust.
Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.
Author Bio
Patricia O'Connell is president of Aerten Consulting, a New York City–based firm that works with companies to devise content strategies and develop thought leadership for top management. She is the writer, with author Neil Smith, of the New York Times bestseller How Excellent Companies Avoid Dumb Things. She is also the former management editor of BloombergBusinessweek.com.