Summary of Woo, Wow, and Win

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9 Overall

9 Applicability

9 Innovation

9 Style


In this pioneering guidebook, Thomas A. Stewart of The Ohio State University and consultant Patricia O’Connell explain the “what, why and how of service design and delivery,” or SD2. The authors traveled thousands of miles and devoted thousands of hours to research to determine how companies can design and deliver a superior service experience. They offer a crucial parsing: the difference between customer service – which most companies regard as important – and customer experience – which most companies unconsciously neglect. The authors provide rules and principles every business can follow to enact SD2. getAbstract recommends their insights and strategies to those in the service sector, including banking, retail, health care and public services.

In this book, you will learn

  • How to develop and nurture “service design and delivery” (SD2),
  • How to apply its 10 core elements and five basic principles to your business, and
  • How to learn from consumers’ “Ahhh” and “Ow” moments.

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