Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight

Hardcover | November 29, 2016

byThomas A. Stewart, Patricia O'Connell

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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.

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. Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products.

Service Design is proactive—it is about delivering on your promise to customers in accordance with your strategy, not about acceding to customer dictates. 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.

Whether you’re giving a haircut, selling life insurance, or managing an office building, your customer is as much a part of your business as your employees are. Together, you and customers create a bank of trust; fueled by knowledge of each other’s skills and preferences. This is Customer Capital, the authors explain, and it is jointly owned. But it’s up to you to manage it profitably.

Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.

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From the Publisher

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.Woo, Wow, and Win reveals the importance of designing your company around servic...

From the Jacket

Pleasing customers isn’t enough. To delight your customers—to woo, wow, and win them—you must design your service to create memorable, empathetic experiences that meet their expectations and advance your strategy. In Woo, Wow, and Win, bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell reveal the importan...

Thomas A. Stewart lives in New York City.

other books by Thomas A. Stewart

see all books by Thomas A. Stewart
Format:HardcoverDimensions:336 pages, 9 × 6 × 1.09 inPublished:November 29, 2016Publisher:HarperCollinsLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0062415697

ISBN - 13:9780062415691

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“It’s impossible to operate a successful business without mastering your service design, and it’s difficult to master without this book. There is tremendous wisdom and clarity in its pages, making a complex subject both inspiring and immediately useful. Woo, Wow, and Win is an essential, urgent read.”