Research Catalog
Woo, wow, and win : service design, strategy, and the art of customer delight
- Title
- Woo, wow, and win : service design, strategy, and the art of customer delight / Thomas A. Stewart and Patricia O'Connell.
- Author
- Stewart, Thomas A., 1948-
- Publication
- New York, NY : HarperBusiness, an imprint of HarperCollins Publishers, [2016]
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| Status | Format | Access | Call Number | Item Location |
|---|---|---|---|---|
Not available - Please for assistance. | Text | Use in library | HF5415.5 .S744 2016 | Off-site |
Details
- Additional Authors
- O'Connell, Patricia (Business writer)
- Description
- 315 pages : illustrations; 23 cm
- Summary
- "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.
- Subject
- Bibliography (note)
- Includes bibliographical references (pages 281-297) and index.
- 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.
- ISBN
- 9780062415691
- 0062415697
- LCCN
- 2016028812
- OCLC
- ocn958262868
- 958262868
- SCSB-8851948
- Owning Institutions
- Princeton University Library