By Thomas A. Stewart,Patricia O'Connell
In this pioneering consultant, company gurus introduce the hot self-discipline of provider layout and show why attempting new recommendations for interesting shoppers isn’t adequate to tell apart your business—it should be designed for provider from the floor up.
Woo, Wow, and Win finds the significance of designing your organization round carrier, and provides transparent, sensible ideas in line with the concept that the layout of companies is markedly diverse than production. Bestselling authors and company specialists Thomas A. Stewart and Patricia O’Connell contend that the majority businesses, either electronic and brick-and-mortar, B2B or B2C; are usually not designed for service—to supply an adventure that fits a customer’s expectancies with each interplay and serves the company’s wishes. while consumers have extra offerings than ever earlier than, research after research finds that it’s the adventure that makes the variation. to supply nice reviews that hold consumers coming again, companies needs to layout their providers with as a lot care as their items.
Service layout is proactive—it is set providing in your promise to buyers in line with your approach, now not approximately acceding to buyer dictates. Woo, Wow, and Win teaches you the way to create "Ahhh" moments while the client makes a good judgment, and to prevent Ow" moments—when you lose a sale or worse, buyer belief.
Whether you’re giving a haircut, promoting lifestyles assurance, or coping with an place of work construction, your patron is as a lot part of your small business as your staff are. jointly, you and consumers create a financial institution of belief; fueled by means of wisdom of every other’s talents and personal tastes. this can be client Capital, the authors clarify, and it truly is together owned. yet it’s as much as you to regulate it profitably.
Innovative but grounded in actual global examples, Woo, Wow, and Win is the foremost process for profitable customers—and holding them.
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Extra resources for Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight
Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight by Thomas A. Stewart,Patricia O'Connell