Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight Hardcover – November 29, 2016

I've followed Tom Stewart for years --since he was a senior editor at FORTUNE and have always found his writing to be insightful and real-life helpful. Tom and Patricia O'Connell have written a first -class winner that is a business self-help book chick full of real-world case studies and success stories that are extremely useful. No "the customer is always right" homilies here, the examples in this book are up to the minute and cover a range of businesses to retail, online car buying websites, to luxury hotels. The book not only says that companies should innovate, it shows a how to create a process to continuous innovate, ideate, select and execute ideas. I loved the book so much I'm assign it as required reading in my graduate Managing Innovation in the Media class in the Media Management Program at the New School.

This is a highly-readable and very enjoyable book that every CEO down to those managing front line staff in service organizations needs to read!What makes this book stand out are the terrific examples - some from companies you may never have heard of who are doing innovative and exciting things rather than "the usual suspects of the Fortune 500". Typically, if you invest the time in reading a business book, you expect to walk away with one or two good ideas; this one offers 10 or more and focuses not only on "pleasing" customers but in "delighting" them - a truly lost art in today's world of overly-templated customer service agent calls and greeters who can't wait til their shifts are over. Highly recommended!

Service design for consistency brings customer delight - and it doesn’t happened by chance. That’s the thin slice summation of this well written book. Easy to read and challenging to achieve, customer delight rests in a few tenets and most importantly consistent delivery of the service. Complete with checklists and actionable information, you won’t be disappointed.

This book is the best book i have read for making clear how strategy and marketing come together thanks to service design and delivery. Heard the authors speak; they know their stuff!

If you are a business person and are just learning about service design you will find this helpful. If you are a designer and wanted to learn more about service design, you probably will not learn much practical information but will get good case study information.

Much better designed and researched than the cover would have one believe at a glance. This will be a cornerstone of my personal library.

This is an excellent, well-written book. It helped me rethink and redesign a website for a startup.

Fantastic read. The advice and insights are applicable for all businesses, large and small. VERY well written.