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Woo, Wow, and Win

Audiobook
Nonfiction: Business & Economics
Unabridged   8.75 hour(s)
Publication date: 11/29/2016

Woo, Wow, and Win

Service Design, Strategy, and the Art of Customer Delight

Available from major retailers or BUY FROM AMAZON
Audio CD ISBN:9781681684055
Digital Download ISBN:9781681684062

Summary

In this pioneering guide, two business authorities 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.

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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.

Author Bio

Thomas A. Stewart is a bestselling author, an authority on intellectual capital and knowledge management, and an influential thought leader on global management issues and ideas. His books include Intellectual Capital and The Wealth of Knowledge. He is the executive director of the National Center for the Middle Market at the Fisher College of Business at The Ohio State University and has served as chief marketing and knowledge officer for Booz & Company, as well as the editor and managing director of Harvard Business Review.
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.