Woo, Wow, Win: Designing a Captivating Customer Experience
Episode Description
Companies carefully design their products, but they also need to design the customer experience, according to the book, “Woo, Wow, and Win.” More: http://knlg.net/2lJhssQ 📂 Management;Marketing
Brief Summary
Tom Stewart and Patricia O'Connell discuss service design strategies and customer experience from their book, emphasizing strategic differentiation and effective principles.
Key points
- The Essence of Service Design. Service design teaches how to create meaningful customer experiences, not just products.
- Experience Over Product. Tom explains that the real differentiation in business is the customer experience.
- Understanding Customer Experience. The difference between customer service and customer experience is crucial for businesses.
- Universal Principles of Service Design. The principles of service design apply across various industries and customer interactions.
- Continuous Adaptation in Service Design. Adapting to changing expectations is vital for successful service design.
- The Management of Innovation. Managing innovation in services is a strategic question that differs from products.
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Episode highlights
- The Essence of Service DesignService design teaches how to create meaningful customer experiences, not just products.“Service design is when we teach people how to imagine and think through experiences.”0:43Sep 21, 2017
- Experience Over ProductTom explains that the real differentiation in business is the customer experience.“The differentiation is not the product or the service per se, it's the experience you have.”2:17Sep 21, 2017
- Understanding Customer ExperienceThe difference between customer service and customer experience is crucial for businesses.“Customer service is something you do; customer experience is the totality of my interaction.”5:11Sep 21, 2017
- Universal Principles of Service DesignThe principles of service design apply across various industries and customer interactions.“The principles of service design hold across whether it's B2B or B2C.”10:26Sep 21, 2017
- Continuous Adaptation in Service DesignAdapting to changing expectations is vital for successful service design.“You're never done; people's expectations will change, and you’ve got to adapt.”19:13Sep 21, 2017
- The Management of InnovationManaging innovation in services is a strategic question that differs from products.“Innovation takes place all across the value chain.”20:27Sep 21, 2017
- Understanding Value PropositionsNine archetypes express value propositions, guiding strategic choices in industries.“Our strategy is to be the best whatever it is.”22:00Sep 21, 2017
- Empowering Companies in Service DesignCompanies must be honest and empowered to make strategic decisions for better service design.“Companies need to feel empowered to make strategic decisions.”24:32Sep 21, 2017
Tension
30/ 100Low tension
