Placeholder text

Go to cart

Woo, Wow, and Win

By Stewart, Thomas A

Product Image: Woo, Wow, and Win

Woo, Wow, and Win

Only 1 item left in stock
Description
In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up. Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Service Design is proactive—it is about delivering on your promise to customers in accordance with your strategy, not about acceding to customer dictates. Woo, Wow, and Win teaches you 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. Whether you’re giving a haircut, selling life insurance, or managing an office building, your customer is as much a part of your business as your employees are. Together, you and customers create a bank of trust; fueled by knowledge of each other’s skills and preferences. This is Customer Capital, the authors explain, and it is jointly owned. But it’s up to you to manage it profitably. Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.
This pioneering guide for business leadership provides a new framework for success, revealing proven strategies to:
    - Service Design Framework: Learn to apply the principles of SD2 (Service Design and Delivery) to build service into your company’s foundation, not just paint it on at the end.- Brand Differentiation: Discover how to design a customer journey that creates unforgettable "Ahhh" moments and avoids trust-destroying "Ow" moments.- Customer-Centric Strategy: Shift your focus from simply pleasing customers to proactively designing an experience that matches their expectations and advances your strategic goals.- Design Thinking in Practice: Go beyond theory with a guide grounded in real-world examples from companies like Starbucks, Singapore Airlines, and Apple.- Customer Capital Growth: Understand the concept of Customer Capital—the bank of trust you create with customers—and learn how to manage it profitably.
Product details
Edition:
illustrated
Number of Pages:
336
Release Date:
2016-11-29
Publication Date:
2016-11-29
Publisher:
HarperCollins
Languages:
Original: English
ISBN10:
0062415697
ISBN13:
9780062415691
GPSR Manufacturer Reference:
[email protected]
Weight:
531 g
Height:
161 cm
Width:
235 cm
Thickness:
35 cm
Buy on Amazon

Condition

Show more

Show less
Very good
Almost no signs of wear. Book pages have no markings, accessories are intact and all other media are in good condition.
Available immediately
€3,49

Incl. VAT, plus shipping costs

PayPal
Visa
Mastercard
American Express
Only 1 item left in stock

Verified second-hand article

Verified second-hand item

Free shipping from 19€

€3,49