ISBN: 9780062415691 - woo, wow, and win: service design, strategy, and the art of customer delight (23 risultati)

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Condizione: New.

Paperback. Condizione: Very Good. 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. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. …

hardcover. Condizione: Good. Most items will be dispatched the same or the next working day. A copy that has been read but remains in clean condition. All of the pages are intact and the cover is intact and the spine may show signs of wear. The book may have minor markings which are not specifically mentioned.…

Condizione: Good. Former library copy. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.

Condizione: very good. Gut/Very good: Buch bzw. Schutzumschlag mit wenigen Gebrauchsspuren an Einband, Schutzumschlag oder Seiten. / Describes a book or dust jacket that does show some signs of wear on either the binding, dust jacket or pages.

Condizione: New. Num Pages: 336 pages. BIC Classification: KJS. Category: (G) General (US: Trade). Dimension: 164 x 237 x 32. Weight in Grams: 528. . 2016. Hardcover. . . . .

Condizione: New. Num Pages: 336 pages. BIC Classification: KJS. Category: (G) General (US: Trade). Dimension: 164 x 237 x 32. Weight in Grams: 528. . 2016. Hardcover. . . . . Books ship from the US and Ireland.

Condizione: As New. Unread copy in mint condition.

Condizione: New. Brand New.

Hardcover. Condizione: Brand New. 336 pages. 9.00x6.00x1.09 inches. In Stock.

Buch. Condizione: Neu. Neuware - 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 businessit 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 serviceto 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 proactiveit 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' momentswhen 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, andWin is the key strategy for winning customersand 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 Capitalthe bank of trust you create with customersand learn how to manage it profitably. …

Gebunden. Condizione: New. &Uumlber den AutorrnrnThomas A. Stewart is a bestselling author, an authority on intellectual capital and knowledge management, and an influential thought leader on global management issues and ideas. His books include Intellectual Capit.