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

    Non-Fiction

    Book

    Call Numbers:
    BUSINESS/658.812/STEWART,T
Login to place a hold on this item
Enter your AHML username.
Enter the password that accompanies your username.

Availability

Locations Call Number Status
Business Center BUSINESS/658.812/STEWART,T Available

Details

PUBLISHED
New York, NY : HarperBusiness, [2016]
EDITION
First edition
DESCRIPTION
315 pages ; 24 cm
ISBN/ISSN
9780062415691, 0062415697 :, 9780062415691 (hardcover : alk. paper), 0062415697 (hardcover : alk. paper)
LANGUAGE
English
NOTES

Includes 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

Additional Credits