Tesco
Woo, Wow, and Win
Book

Woo, Wow, and Win

Service Design, Strategy, and the Art of Customer Delight

Thomas A. Stewart and Patricia O’Connell
HarperBusiness, 2016

Read or listen offline

  • 0.5×
  • 0.75×
  • 1×
  • 1.25×
  • 1.5×
  • 1.75×
1×

Editorial Rating

9

Qualities

  • Applicable
  • Eye Opening
  • Well Structured

Recommendation

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.

Take-Aways

  • You can provide quality customer service and yet deliver a poor customer experience.
  • Use the proactive “service design and delivery” (SD2) approach to plan and execute great service and great customer experiences.  
  • SD2 is not a one-off event or a series of disconnected interactions; it is a journey that is designed in accordance with a company’s strategy to meet customer expectations.

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 or Начать обсуждение

  • Avatar
    Sign in to share your opinion
  • Avatar
    P. G. getAbstract 7 years ago
    Great example of a system to benchmark your company in terms of service quality
  • Avatar
    L. P. 7 years ago
    X
  • Avatar
    R. T. 7 years ago
    It really delight me, one of best book I read in 2017.