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    Woo, wow, and win : service design, strategy, and the art of customer delight / Thomas A. Stewart and Patricia O'Connell.

    By: Stewart, Thomas A, 1948- [author.]Contributor(s): O'Connell, Patricia (Business writer) [author.]Material type: TextTextPublisher: New York, NY : HarperBusiness, an imprint of HarperCollins Publishers, [2016]Edition: First editionDescription: 315 pages ; 23 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 9780062415691; 0062415697Subject(s): Customer services | Customer relations | Service industries | Customer relations | Customer services | Service industriesDDC classification: 658.8/12 LOC classification: HF5415.5 | .S744 2016
    Contents:
    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.
    Summary: "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.
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    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.

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