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Thomas A. Stewart and Patricia O’Connell
WOO, WOW, AND WIN
Design unforgettable customer experiences that captivate attention, exceed expectations, and drive lasting loyalty.
Master Marketing strategies from the world's leading business books!
Core Biz Category:
Marketing
What Will You Learn?
Service design creates predictable delight through orchestrated customer experiences – WOO, WOW, AND WIN shows how to engineer memorable service systematically.
This comprehensive service design summary and key takeaways reveal:
- Experience Architecture - Design services creating "Ahhh" moments while avoiding "Ow" disappointments
- Expectation Management - Set and meet customer expectations consistently across all channels
- Empathetic Design - Build services around deep understanding of customer emotions and needs
- Strategic Alignment - Connect every service element to business strategy and customer value
The hidden gem: Great service isn't personality-dependent but results from intentional design anyone can implement.
Design delight with Click.Apply.Grow™: Map one service journey tomorrow. Identify three friction points. Design memorable solutions. Service-focused organizations achieve 82% customer satisfaction versus 33% average.
Delight by design.
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