Showing results by author "Patricia O'Connell"

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    • Woo, Wow, and Win

    • Service Design, Strategy, and the Art of Customer Delight
    • By: Thomas A. Stewart, Patricia O'Connell
    • Narrated by: Mike Chamberlain
    • Length: 8 hrs and 44 mins
    • Unabridged
    • Overall
      4 out of 5 stars 22
    • Performance
      4.5 out of 5 stars 18
    • Story
      4.5 out of 5 stars 19

    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.

    • 5 out of 5 stars
    • Great overview book

    • By Terri on 04-14-18

    Regular price: $24.49

    • How Excellent Companies Avoid Dumb Things

    • Breaking the 8 Hidden Barriers that Plague Even the Best Businesses
    • By: Neil Smith, Patricia O'Connell
    • Narrated by: Dave Courvoisier
    • Length: 6 hrs and 39 mins
    • Unabridged
    • Overall
      5 out of 5 stars 1
    • Performance
      5 out of 5 stars 1
    • Story
      5 out of 5 stars 1

    Companies make headline news all the time for decisions that make many of us scratch our heads in wonder, even companies that are smart and successful. Here, Neil Smith, with more than 20 years of experience leading large-scale performance improvements, reveals the hidden barriers that cause excellent companies to do dumb things, and smart people within companies to act in dumb ways. Smith has identified 8 barriers that prevent organizations from achieving and maintaining sustainable success.

    Regular price: $20.97