Woo, Wow, and Win, Thomas A. Stewart
Woo, Wow, and Win, Thomas A. Stewart
List: $29.99 | Sale: $21.00
Club: $14.99

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

Author: Thomas A. Stewart, Patricia O'Connell

Narrator: Mike Chamberlain

Unabridged: 8 hr 44 min

Format: Digital Audiobook Download

Published: 11/29/2016

Synopsis

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 than manufacturing. Bestselling 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.

About Thomas A. Stewart

Thomas A. Stewart is the Executive Director of the National Center for the Middle Market, the leading source for knowledge, leadership, and research on midsized companies, based at the Fisher College of Business at Ohio State University. Before joining the National Center for the Middle Market, Stewart served as Chief Marketing and Knowledge Officer for international consulting firm Booz & Company (now called Strategy &). Prior to that, he was for six years the Editor and Managing Director of Harvard Business Review, leading it to multiple finalist nominations for a National Magazine Award. He earlier served as the editorial director of Business 2.0 magazine and on the Board of Editors of Fortune magazine.
A twelve-time participant in the World Economic Forum, he is the author of two books, Intellectual Capital: The New Wealth of Organizations and The Wealth of Knowledge: Intellectual Capital and the Twenty-first Century Organization, published by Doubleday Currency in 1998 and 2003, respectively.

Reviews

Goodreads review by Raman on December 14, 2016

Overall, this was good. Cons: I didn't need to be convinced that service design was important, nor was I particularly interested in the history of the topic. That consumed more of the book than necessary for me. There was a fair amount of "here's an idea, and here's a company that demonstrates that id......more

Goodreads review by Janjans on August 04, 2017

Similar to the other review here, overall it was great. I picked up a copy from my local library. I actually learned some new concepts but felt that the end of the book seemed a little like filler until the Appendix / service design tools part. That made it solid for me where there were workbook sty......more

Goodreads review by Dennis on July 22, 2018

Excellent book for contemporary Customer Experiences. Great at incorporating today's online engagement. I will read again. I am working to apply the design principles to a variety of Customer Interactions.......more

Goodreads review by Ronald on January 21, 2017

Deserves 3.5 stars. I like Thomas Stewart, his books on intellectual capital are first-rate. This book was good, but not up to my expectations of him as a writer. There are some great points about service design, but I found the book a bit rambling.......more

Add to Cart
Add to Wish List