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  • 1 year ago
EP056: Thomas A. Stewart & Woo, Wow, and Win

EP056: Thomas A. Stewart & Woo, Wow, and Win

Thomas A. Stewart defines service design archetypes, strategies, and the art of customer delight. Thomas is a former editor of the Harvard Business Review, and co-author of the service design book, Woo, Wow, and Win. He distinguishes between the managerial model developed in factories of the past, and the service experience model necessary to satiate customers in today’s business environment.   Key Takeaways: [1:02] The big idea behind Woo, Wow, and Win. [3:56] Services are experiences, and therefore open to user interpretation. [6:45] Asking customers to do work that you used to do. [11:36] Starbucks is a beautiful example of service design, from start to finish. [16:06] Defining service design archetypes. [19:56] Designing your business around customer emotion. [25:33] Critical moments can make or break your customer relationships. [30:06] Providing an omnichannel experience is hard. [32:50] A big city hospital designs the patient experience. [35:16] Growth is the great enemy of stra