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Woo, wow, and win : service design, strategy, and the art of customer delight /

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"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.

Bibliographic Details
Main Authors: Stewart, Thomas A., 1948- (Author), O'Connell, Patricia (Business writer) (Author)
Format: Book
Language:English
Published: New York, NY : HarperBusiness, [2016]
Edition:First edition.
Subjects:
Customer services.
Customer relations.
Service industries.
Table of 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.