Summary of Woo, Wow, and Win
WOO, WOW AND WIN: Service Design, Strategy, and the Art of Customer Delight by Thomas A. Stewart & Patricia O’Connell. Copyright © 2016 by Thomas A. Stewart & Patricia O’Connell. Published by arrangement with HarperBusiness, an imprint of HarperCollins Publishers
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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 summary, you will learn
- How to develop and nurture “service design and delivery” (SD 2),
- How to apply its 10 core elements and five basic principles to your business, and
- How to learn from consumers’ “Ahhh” and “Ow” moments.
About the Authors
Thomas A. Stewart is the executive director of the National Center for the Middle Market at The Ohio State University’s Fisher College of Business and the former editor and managing director of Harvard Business Review. Patricia O’Connell is president of Aerten Consulting, which helps develop content strategies.
Comment on this summary
9 months agoGreat example of a system to benchmark your company in terms of service quality
10 months agoX
10 months agoIt really delight me, one of best book I read in 2017.
10 months agoSD clearly differentiates between Customer Service and what the customer wants to experience. CS answers the what, but companies who understand WHY are more aligned to deliver the experience. Great Article!
11 months agoExcelente!
11 months agoIt would be useful to include an example of a reputable business that does this well with quantified benefits from following this approach. I particularly like the 10 Es.