Woo, wow, and win : service design, strategy, and the art of customer delight / Thomas A. Stewart and Patricia O'Connell.
Material type:
TextPublisher: New York : Harper Business, c2016Edition: First editionDescription: 315 pages : illustration (black and white) ; 23 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 9780062415691 [hardbound]Subject(s): Customer services | Customer relations | Service industries| Item type | Current location | Call number | Status | Date due | Barcode |
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Reference (MAIN)
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College Library Subject Reference | 658.812 St49 2016 (Browse shelf) | Available | 3UCBL000027992 |
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.
"Two best-selling authors and business experts use real-world examples to demonstrate the importance of Service Design in keeping modern customers, who have many choices and high expectations, happy and coming back" -- Provided by the publisher
Adult
Biore, Christopher College of Business and Accountancy Business / Management
Text in English
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