Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight

  • 8h 44m 29s
  • Patricia O'Connell, Thomas A. Stewart
  • Recorded Books, Inc.
  • 2016

Woo, Wow, and Win reveals the importance of designing your company around service and offers clear, practical strategies based on the idea that the design of services is markedly different from manufacturing. Best-selling authors and business experts Thomas A. Stewart and Patricia O'Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C, are not designed for service - to provide an experience that matches a customer's expectations with every interaction and serves the company's needs. When customers have more choices than ever before, study after study reveals that it's the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Innovative yet grounded in real-world examples, Woo, Wow, and Win is the key strategy for winning customers - and keeping them.

In this Audiobook

  • Chapter 1 - The Road to “Ahhh!”
  • Chapter 2 - The Service Design Revolution
  • Chapter 3 - Service Design and Your Strategy
  • Chapter 4 - The First Principle: The Customer is Always Right—Provided the Customer is Right for You
  • Chapter 5 - The Second Principle: Don't Surprise and Delight Your Customers—Just Delight Them
  • Chapter 6 - The Third Principle: Great Service Must Not Require Heroic Efforts on the Part of the Provider or the Customer
  • Chapter 7 - The Fourth Principle: Service Design Must Deliver a Coherent Experience Across All Channels and Touchpoints
  • Chapter 8 - The Fifth Principle: You're Never Done
  • Chapter 9 - Service Design Archetypes
  • Chapter 10 - Designing for Customer Capital Growth: When One Plus One Equals Three
  • Chapter 11 - The Virtuous Circle: Corporate Culture and Service Design
  • Chapter 12 - The Full Circle: The Service-Product Connection
  • Chapter 13 - First Steps, Next Steps