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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.
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What's 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:
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.
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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5
Strategies—Don't Just Read;
Apply
Aim at the Smallest Viable Audience
Create a Compelling Story
Offer Generosity First
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5
Strategies—Don't Just Read;
Apply
Aim at the Smallest Viable Audience
Create a Compelling Story
Offer Generosity First
No items found.
5
Strategies—Don't Just Read;
Apply
Aim at the Smallest Viable Audience
Create a Compelling Story
Offer Generosity First
No items found.
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