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]
Contributor(s): O'Connell, Patricia (Business writer) [author]
Language: English Publisher: New York, NY : HarperBusiness, an imprint of HarperCollins Publishers, [2016]Copyright date: c2016Edition: First editionDescription: 315 pages ; 23 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 9780062415691 (hardcover : alk. paper)Subject(s): Customer services | Customer relations | Service industriesDDC classification: 658.812 LOC classification: HF5415.5 | .S744 2016
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.
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SUBJECT REFERENCE 		658.812 St498 2016 (Browse shelf) Available CITU-CL-50177
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Includes bibliographical references (pages 281-297) and index.

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.

600-699 658.812

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