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

Knowledge has become the most important factor in economic life. It is the chief ingredient of what we buy and sell, the raw material with which we work. Intellectual capital--not natural resources, machinery, or even financial capital--has become the one indispensable asset of corporations. Intellectual Capital is a groundbreaking book, visionary in scope and immediately practical in application. It offers powerful new ways of looking at what companies do and how to lead them. This is the first book to show how to turn the untapped, unmapped knowledge of an organization into its greatest competitive weapon. It reveals how to unlock the value of hidden assets; how to find them in the talent of a company's people, the loyalty of its customers, and the collective knowledge embodied in an organization's culture, systems, and processes. And it shows how to manage these vital assets--which until now have largely been ignored. Dazzling in its ability to make conceptual sense of the economic revolution we are living through, Intellectual Capital cuts through the vague rhetoric of "paradigm shifts" to show how the Information Age economy really works--and how to make it work for you and your business. Thomas A. Stewart is an award-winning member of the board of editors of Fortune magazine. He pioneered the field of intellectual capital in a series of landmark articles that earned him an international reputation as the chief expert on the subject. The Planning Forum called him "the leading proponent of knowledge management in the business press," and Business Intelligence, a British research group, gave him a special award for his outstanding contributions to the field. He lives in Manhattan.

Intellectual Capital

Management & Leadership

Doubleday Business

Visionary in scope, Intellectual Capital is the first book that shows how to turn the untapped knowledge of an organization into its greatest competitive weapon. Thomas A. Stewart demonstrates how knowledge--not natural resources, machinery, or financial capital--has become the most important factor in economic life. Through practical advice, stories, and case histories, Stewart reveals how organizations and individuals can create and use the knowledge assets they need. Dazzling in its ability to make conceptual sense of the economic revolution we are living through, this ingenious book cuts through the vague rhetoric of "paradigm shifts" to show how the Information Age economy really works. Intellectual Capital should be read as if the futures of your company and your career depend on it. They do.

Intellectual Capital: The new wealth of organization

Economics

Crown Business

In Thomas A. Stewart’s bestselling first book, Intellectual Capital, he redefined the priorities of businesses around the world, demonstrating that the most important assets companies own today are often not tangible goods, equipment, financial capital, or market share, but the intangibles: patents, the knowledge of workers, and the information about customers and channels and past experience that a company has in its institutional memory. Now in his new book, The Wealth of Knowledge, Stewart--widely acknowledged as the world’s leading expert on working with intellectual capital in today’s knowledge economy--reveals how today’s companies are applying the concept of intellectual capital into day-to-day operations to dramatically increase their success in the marketplace. Arguing that companies can make untold millions of dollars by managing knowledge more effectively--and save millions more--Stewart offers executives and managers compelling accounts of how leading companies around the world are successfully tackling the practical issues involved in today’s knowledge economy. The heart of the book is a revolutionary 4-step preocess that shows how to put intellectual capital to work to improve performance and profitablity, as well as manage knowledge processes. He goes on to discuss how companies can better utilize their current assets and enhance their knowledge resources for the future. Questioning many of the assumptions that have ruled business in the twentieth century, he addresses such critical and fundamental issues as why companies exist, how they should be organized and how people should be compensated. With his customary fearlessness and foresight, he plunges into the thick of the controversial arena of measuring and accounting, as well-an increasingly difficult task when a corporation’s assets are intangible. The Wealth of Knowledge not only sets out the latest thinking in creating and managing knowledge assets, but provides a detailed course of action for corporations trying to navigate their way in the world of knowledge economy.

The Wealth of Knowledge: Intellectual Capital and the Twenty-first Century Organization

An in-depth and practical exploration of middle-market mergers and acquisitions from leading experts in the field 
In the newly revised Second Edition of Middle Market M & A: Handbook for Advisors, Investors, and Business Owners, mergers and acquisitions experts Kenneth H. Marks, Christian W. Blees, Michael R. Nall, and Thomas A. Stewart deliver a comprehensive overview of mergers, acquisitions, divestitures, and strategic transactions of privately held companies with revenues between $5 and $500 million per year. 
You’ll discover the market trends, perspectives, and strategies commonly affecting business transitions in all phases of a deal, as well as the processes and core subject areas (e.g. valuation, structure, taxation, due diligence, etc.) required to successfully navigate and close transactions in the private capital markets. The latest edition of this handbook includes new discussions about: The middle market landscape and the evolution and impact of private equity on the private capital markets The concepts of mergers and acquisitions from an owner’s point of view Ways in which transition and value growth planning can optimize the value owners and investors can realize in sell-side and buy-side transactions New technologies being used in the M&A process 
Perfect for advisors, investors, and business owners, the new edition of Middle Market M & A is a must-read roadmap of the strategic transaction landscape that provides solid, practical guidance for attorneys, accountants, investment bankers, corporate development, exit planners, investors, lenders and the owners, entrepreneurs, and leaders of middle market companies.

Middle Market M & A: Handbook for Advisors, Investors, and Business Owners (Wiley Finance)

Marks, Kenneth H.

Blees, Christian W.

Nall, Michael R.

Finance

wiley

A New First Greek Course

Nabu Press

This work has been selected by scholars as being culturally important, and is part of the knowledge base of civilization as we know it. This work was reproduced from the original artifact, and remains as true to the original work as possible. Therefore, you will see the original copyright references, library stamps (as most of these works have been housed in our most important libraries around the world), and other notations in the work. This work is in the public domain in the United States of America, and possibly other nations. Within the United States, you may freely copy and distribute this work, as no entity (individual or corporate) has a copyright on the body of the work.As a reproduction of a historical artifact, this work may contain missing or blurred pages, poor pictures, errant marks, etc. Scholars believe, and we concur, that this work is important enough to be preserved, reproduced, and made generally available to the public. We appreciate your support of the preservation process, and thank you for being an important part of keeping this knowledge alive and relevant.

Reference

Foreign Language Study & Reference

Andesite Press

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

Intellectual Capital: The New Wealth of Organizations

UNKNO

In this text, the author provides a process for managing knowledge assets, while questioning many of the assumptions on which we have based business life since the early 1900s.

The Wealth of Knowledge : Intellectual Capital and the Twenty-First Century Organization

Nicholas Brealey Publishing

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