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Episode Info

Episode Info:

Band-aid strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up.

In today's interview with Patricia O’Connell we discover the importance of service design in businesses that compete today. Patricia shares her journey of discovery in the field of service design and the inspiration behind Woo, Wow, and Win, a guide to service design, strategy, and the art of customer delight. Patricia 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


@PraxentSoftware on Twitter

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