Today's customers are constantly bombarded with new offerings in services and products – all of which are touted as innovative solutions to their problems. For companies, the challenge is how to stand out and serve customers in the ways customer expect to be served – while the company makes sure it has the customers it wants.
In this session, Thomas A. Stewart and Patricia O'Connell, authors of the book Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight will share what service design is (and isn't) and why it's important to serving your customers and standing out in the crowd.
- Why you need to decide what experience you want customers to have
- How you can design a winning customer experience into the very fabric of your company
- The five principles of service design