About This Show
The challenge with growth is that the habits that got you here become the limitations that prevent you from getting there. Growth not only requires us to learn new habits. It requires that we unlearn old ones. I’m Tim Hamilton, CEO of Praxent and host of the Commanding Business podcast. Each week, I interview authors, experts and real world leaders about how they grew their teams, their organizations and ultimately themselves. From leadership to management and marketing to innovation, we’ll cover a variety of topics with an aim to uncover actionable takeaways you can implement in your own organization today.
Most Recent Episode
EP057: Patricia O’Connell & Woo, Wow, and Win
Patricia O’Connell investigated a better way to deliver services to readers, during her migration from print to web journalism. She recognized the concept of design as being more than visual. Her findings led her to co-author Woo, Wow, and Win, and in it, Patricia unties the knot of Service Design Strategy and The Art of Customer Delight. She currently serves as the President of Aerten Consulting, in New York City. Key Takeaways: [1:03] As a journalist transitioning from print to web, Patricia found service design thinking a necessity. [4:30] The big idea behind Woo, Wow, and Win. [7:12] The importance of co-creation. [9:40] The 5 Principles of service design. ● The customer is always right, provided they are the right customer for you. ● Don’t surprise and delight your customers, just delight them. ● Heroics should not be required for good service. ● Anywhere you play, you have to play well. ● You’re never done. [28:22] The 10 E’s of Customer Experience. [31:49] Patricia can be found on Woowowwin.com Mentioned in This Episode: Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight, by Thomas A Stewart and Patricia O'Connell Woo Wow Win @Woowowwin on Twitter Praxent @PraxentSoftware on Twitter
Rated 5 out of
Insightful and Interesting
I enjoyed listening to the interviews as they teach both best practices in business as well as life lessons.
Date published: 2015-10-06
Rated 4 out of
Some great insights about successful business practices.
Date published: 2015-08-01