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

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. 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. Thomas A. Stewart And Patricia O'connell. Includes Bibliographical References (pages 281-297) And Index.