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Item Information   Holdings     Summary     More Content       More by this author     Stewart, Thomas A., 1948- author.     Subjects     Customer services.     Customer relations.     Service industries.     Browse Catalog     by author:      Stewart, Thomas A., 1948- author.       by title:      Woo, wow, and win : ...         MARC Display

Woo, wow, and win : service design, strategy, and the art of customer delight / Thomas A. Stewart, and Patricia O'Connell. by Stewart, Thomas A., 1948- author. New York, NY : HarperBusiness, c2016. Subjects Customer services.   Customer relations.   Service industries. ISBN:  9780062415691 (hardcover : alk. paper) 0062415697 (hardcover : alk. paper) Description:  315 pages : illustrations, charts ; 24 cm Edition:  First edition. 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. Requests:  0 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.   Copy/Holding information Location Collection Call No. Status   Hawaii State Library Business, Science & Technology 658.812 St Checked In Add Copy to MyList

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