Woo, wow, and win : service design, strategy, and the art of customer delight /: service design, strategy, and the art of customer delight. ([2016])

• Record Type: Book
• Further Information: Note: Thomas A. Stewart and Patricia O'Connell.
• Authors: Stewart, Thomas A, 1948-; (Business writer), O'Connell, Patricia
• 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.
• Publisher Details: New York, NY : HarperBusiness
• Publication Date: 2016
• Extent: 1 online resource (315 pages), illustrations, charts
• Subjects: 658.8/12; Business & Economics -- Consumer Behavior; Customer services; Customer relations; Service industries; Customer relations; Customer services; Service industries; BUSINESS & ECONOMICS / Consumer Behavior; Electronic books
• Languages: English
• ISBNs: 9780062415707; 0062415700
• Related ISBNs: 9780062415691; 0062415697
• Notes: Note: Print version record.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.