Stewart, Thomas A., 1948-
Woo, wow, and win : service design, strategy, and the art of customer delight / Thomas A. Stewart and Patricia O'Connell. - First edition. - 315 pages ; 23 cm
Includes bibliographical references (pages 281-297) and index.
Introduction -- Getting to ahhh! -- The service design revolution -- Service design and your strategy -- The first principle: the customer is always right -- if it is the right customer -- The second principle: don't surprise and delight your customer -- just delight -- The third principle: great service must not require heroic efforts -- The fourth principle: service design and delivery must be coherent across all platforms -- The fifth principle: you are never done -- Service design archetypes -- Customer capital: when one plus one equals three growth -- The virtuous circle: corporate culture and service design -- The full circle: the service-product connection -- First steps, next steps.
"Two best-selling authors and business experts use real-world examples to demonstrate the importance of Service Design in keeping modern customers, who have many choices and high expectations, happy and coming back"--Baker & Taylor.
9780062415691 0062415697
2016028812
Customer services.
Customer relations.
Service industries.
Customer relations.
Customer services.
Service industries.
HF5415.5 / .S744 2016
658.8/12
Woo, wow, and win : service design, strategy, and the art of customer delight / Thomas A. Stewart and Patricia O'Connell. - First edition. - 315 pages ; 23 cm
Includes bibliographical references (pages 281-297) and index.
Introduction -- Getting to ahhh! -- The service design revolution -- Service design and your strategy -- The first principle: the customer is always right -- if it is the right customer -- The second principle: don't surprise and delight your customer -- just delight -- The third principle: great service must not require heroic efforts -- The fourth principle: service design and delivery must be coherent across all platforms -- The fifth principle: you are never done -- Service design archetypes -- Customer capital: when one plus one equals three growth -- The virtuous circle: corporate culture and service design -- The full circle: the service-product connection -- First steps, next steps.
"Two best-selling authors and business experts use real-world examples to demonstrate the importance of Service Design in keeping modern customers, who have many choices and high expectations, happy and coming back"--Baker & Taylor.
9780062415691 0062415697
2016028812
Customer services.
Customer relations.
Service industries.
Customer relations.
Customer services.
Service industries.
HF5415.5 / .S744 2016
658.8/12