Experiences are journeys.
Journeys are designed.
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The art of customer delight differs in service businesses--and, for marketers, services are a new frontier in both theory and practice. In this webinar, Thomas A. Stewart and Patricia O'Connell will share insights from their new bestseller Woo, Wow, and win: Service Design, Strategy, and the Art of Customer Delight. To delight your customers—to woo, wow, and win them—you must design your service to create memorable, empathetic experiences that meet their expectations and advance your strategy. Drawing on examples from airlines and brokerages, hospitals and hospitality, consulting and construction, Stewart and O'Connell show how to apply the principles of service design in ways that uniquely fit your strategy.
And because customers are as much a part of your business as your employees are, they demonstrate how to enlist customers as collaborators in your success, and use service design to set their expectations—and meet them in every interaction, in every channel, every time.
Woo, Wow, and Win teaches marketers how to create “Ahhh” moments—when the customer makes a positive judgment—and to avoid “Ow” moments—when you lose a sale or, worse, customer trust.
“Woo, Wow, and Win provides far and away the most comprehensive advice I have seen for designing and operating service companies. It is a book I hope every leader in every service business reads and acts upon.” — Tim Brown, CEO of IDEO and author of Change by Design