TY  - BOOK
AU  - Stewart,Thomas A.
AU  - O'Connell,Patricia
TI  - Woo, wow, and win: service design, strategy, and the art of customer delight 
SN  - 9780062415691
AV  - HF5415.5 .S744 2016
U1  - 658.8/12 23
PY  - 2016///]
CY  - New York, NY
PB  - HarperBusiness, an imprint of HarperCollins Publishers
KW  - Customer services
KW  - Customer relations
KW  - Service industries
KW  - fast
N1  - 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
N2  - "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
ER  -