Thomas Stewart and Patricia O’Connell are authors of the book, “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight” and are experts on customer-centric business strategy. Stewart is currently the executive director of the National Center for the Middle Market (NCMM) and has written numerous books, such as “Intellectual Capital: The New Wealth of Organizations” and “The Wealth of Knowledge: Intellectual Capital and the Twenty-First Century Organization.”
O’Connell is currently president of Arten Consulting and works with companies to devise content strategies, develop thought leadership, and deliver new products and services for consumers of content. She spent 12 years as news editor at BloombergBusinessweek.com.
- : Customer Experience: Win More Customers with Service Design