Woo, Wow, and Win

Service Design, Strategy, and the Art of Customer Delight

De: Thomas A. Stewart, Patricia O'Connell

Narrado por: Mike Chamberlain

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.

©2016 Thomas A. Stewart and Patricia O'Connell (P)2016 HighBridge, a division of Recorded Books

Great overview book

This book provides a nice overview of Service Design and several of the essential principles. I personally like the way this is not a textbook, rather it written in a casual tone that is easy to follow along with in and audio format.

Not great for small business

The performance was monotone. A lot of the content examples are of big business, some of which were interesting. But overall I did not learn much new stuff.

Design drives success

If you are trying to grow your business faster, try something other than more sales & marketing investments. Take a look at your service delivery design!