| LEADER : 00000nam 2200000uu 4500 |
| 008 211015s2016||||th 000 0 eng d |
| 020 ^a9780062415691 |
| 050 00 ^aHF5415.5^b.S744 2016 |
| 100 1 ^aStewart, Thomas A.,^d1948-^e[author] |
| 245 10 ^aWoo, wow, and win :^bservice design, strategy, and the art of customer delight /^cThomas A. Stewart and Patricia O'Connell |
| 250 ^aFirst edition |
| 300 ^a315 pages ;^c23 cm |
| 504 ^aIncludes bibliographical references (pages 281-297) and index |
| 505 0 ^aIntroduction -- Getting to ahhh! -- The service designrevolution -- Service design and your strategy -- The first principle: the customer is always right -- if it is the right customer -- The second principle: don^'t surpriseand delight your customer -- just delight -- The third principle: great service must not require heroic efforts -- The fourth principle: service design and delivery must be coherent across all platforms -- The fifth principle: you are never done -- Service design archetypes -- Customer capital: when one plus one equals three growth --The virtuous circle: corporate culture and service design -- The full circle: the service-product connection -- First steps, next steps |
| 520 ^aTwo best-selling authors and business experts use real-world examples to demonstrate the importance of Service Design in keeping modern customers, who have many choices and high expectations, happy and coming back^"--Baker & Taylor |
| 650 0 ^aCustomer services |
| 650 0 ^aCustomer relations |
| 650 0 ^aService industries |
| 999 ^aปวีนา ภู่ทอง |
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