In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up.
Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. 
Service Design is proactive—it is about delivering on your promise to customers in accordance with your strategy, not about acceding to customer dictates. Woo, Wow, and Win teaches you how to create "Ahhh" moments when the customer makes a positive judgment, and to avoid Ow" moments—when you lose a sale or worse, customer trust. 
Whether you’re giving a haircut, selling life insurance, or managing an office building, your customer is as much a part of your business as your employees are. Together, you and customers create a bank of trust; fueled by knowledge of each other’s skills and preferences. This is Customer Capital, the authors explain, and it is jointly owned. But it’s up to you to manage it profitably. 
Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.

Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight

Business & Money

O'Connell, Patricia

Stewart, Thomas A.

Business Culture

Harper Business

Every day, seemingly intelligent and successful companies make headline news for poor decisions that can cause their business to stumble and make many of us scratch our heads in wonder. Why would such a successful business make "that" strategic decision? Neil Smith, with more than 20 years of experience leading large-scale performance improvements, reveals the hidden barriers that limit excellent companies from reaching their potential, and cause even the smartest managers and leaders to falter. During his experience transforming some of the top global businesses, Smith has identified 8 barriers that exist in every organization and prevent them from implementing literally thousands of ideas to improve the way they work:
Avoiding Controversy 
Poor Use of Time
Reluctance to Change
Organizational Silos
Management Blockers
Incorrect Information and Bad Assumptions 
Size Matters
Existing Processes
Rich with anecdotes and case studies, Smith identifies the ways in each of these barriers interrupt your own business. He then outlines a fast and proven process in which 12 principles of business transformation can break down the processes that hold companies back. What Smith offers his readers is the same thing he offers every day to the major companies he works with, A PROMISE that by following his insights, the company will be able to increase communication, simplicity, and profit to levels never before attainable. 
Throughout the book, Dr. Richard Levak has contributed personality and organizational insights that shed light on why an individual or an organization behaves in contrary ways giving you a better sense of why these internal walls exist and how to be aware of your actions in your day to day life.

How Excellent Companies Avoid Dumb Things: Breaking the 8 Hidden Barriers that Plague Even the Best Businesses

Smith, Neil

Management & Leadership

St.Martin's Press

Companies make headline news all the time for decisions that make many of us scratch our heads in wonder, even those companies that are smart and successful. Here, New York Times bestselling author Neil Smith, with more than 20 years of experience leading large-scale performance improvements, reveals the hidden barriers that cause excellent companies to do dumb things and cause smart people within companies to act in dumb ways. Drawing on his years of experience working with CEOs and helping transform top global businesses, and insights to CEOs around the world, Smith has identified eight barriers that prevent organizations from both achieving and maintaining sustainable success. Rich with anecdotes and case studies, Smith outlines a fast and proven process in which 12 principles of business transformation can break down the barriers holding companies back.

St. Martin's: Griffin

Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Bestselling authors and business experts Thomas A. Stewart and Patricia O'Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service-to provide an experience that matches a customer's expectations with every interaction and serves the company's needs. When customers have more choices than ever before, study after study reveals that it's the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers-and keeping them.

Marketing & Sales

Highbridge Co

The Irish College at Santiago de Compostela, 1605-1769 covers the history of this important college with its associations with the early Irish exiles who came into Galicia, the north-west Celtic regions of Spain. It follows the lives of hundreds of Irish clerical students who were forced to leave Ireland because of the Penal Laws against Catholics at the end of the 16th century and the beginning of the 17th. These seminarians were trained as priests in the six colleges set up between 1590 and 1649 - five in Spain (Salamanca, Santiago de Compostela, Seville, Madrid and AlcalÃ¡ de Henares) and one in Portugal, in Lisbon. Based on material from several archives but primarily from the Salamanca Archive manuscript source in the Russell Library, NUI, Maynooth, this unique source includes the records of many of the colleges repatriated to Ireland in the 1950s and gives a vivid portrait of life in the Compostela college where the students studied philosophy before going on to the Irish college at Salamanca to follow their course in theology and be duly ordained before travelling back to Ireland to conduct their underground ministry.

The Irish College at Santiago de Compostela, 1605-1769

History

Europe

Four Courts Press

See the best price to sell, buy, or rent books by O'Connell, Patricia. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by O'Connell, Patricia

See the best price to sell, buy, or rent books by O'Connell, Patricia. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight

How Excellent Companies Avoid Dumb Things: Breaking the 8 Hidden Barriers that Plague Even the Best Businesses

How Excellent Companies Avoid Dumb Things: Breaking the 8 Hidden Barriers that Plague Even the Best Businesses

Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight

The Irish College at Santiago de Compostela, 1605-1769