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id="et_mobile_nav_menu"><div class="mobile_nav closed"> <span class="select_page">Select Page</span> <span class="mobile_menu_bar mobile_menu_bar_toggle"></span></div></div></div></div><div class="et_search_outer"><div class="container et_search_form_container"><form role="search" method="get" class="et-search-form" action="https://woowowwin.com/"> <input type="search" class="et-search-field" placeholder="Search …" value="" name="s" title="Search for:" /></form> <span class="et_close_search_field"></span></div></div></header><div id="et-main-area"><div id="main-content"><article id="post-109" class="post-109 page type-page status-publish hentry"><div class="entry-content"><div class="et-l et-l--post"><div class="et_builder_inner_content et_pb_gutters3"><div class="et_pb_section et_pb_section_0 et_pb_with_background et_section_regular" ><div class="et_pb_row et_pb_row_0"><div class="et_pb_column et_pb_column_2_3 et_pb_column_0 et_pb_css_mix_blend_mode_passthrough"><div class="et_pb_module et_pb_text et_pb_text_0 et_pb_text_align_left et_pb_bg_layout_dark"><div class="et_pb_text_inner"><h2 style="text-align: center;"><span style="font-weight: 400;">Close the gap between your strategy, the promise you make, and the experience you deliver.</span></h2></div></div></div><div class="et_pb_column et_pb_column_1_3 et_pb_column_1 et_pb_css_mix_blend_mode_passthrough et-last-child et_pb_column_empty"></div></div><div class="et_pb_row et_pb_row_1"><div class="et_pb_column et_pb_column_2_3 et_pb_column_2 et_pb_css_mix_blend_mode_passthrough"><div class="et_pb_button_module_wrapper et_pb_button_0_wrapper et_pb_button_alignment_center et_pb_module "> <a id="click-trigger" class="et_pb_button et_pb_button_0 click-trigger et_pb_bg_layout_light" href="">Free Download: The Five Principles of Service Design</a></div></div><div class="et_pb_column et_pb_column_1_3 et_pb_column_3 et_pb_css_mix_blend_mode_passthrough et-last-child et_pb_column_empty"></div></div></div><div class="et_pb_section et_pb_section_1 et_animated et_section_regular" ><div class="et_pb_row et_pb_row_2"><div class="et_pb_column et_pb_column_4_4 et_pb_column_4 et_pb_css_mix_blend_mode_passthrough et-last-child"><div class="et_pb_module et_pb_text et_pb_text_1 et_pb_text_align_left et_pb_bg_layout_light"><div class="et_pb_text_inner"><h3 style="text-align: center;">“The Principles of Service Design are a pathway to a more profitable future—and happier customers”</h3><h3 style="text-align: center;">—Ram Charan</h3><h5 style="text-align: center;">Advisor to CEOs and boards, author of <em>The Attacker’s Advantage</em></h5></div></div></div></div></div><div class="et_pb_section et_pb_section_2 et_section_regular" ><div class="et_pb_row et_pb_row_3"><div class="et_pb_column et_pb_column_4_4 et_pb_column_5 et_pb_css_mix_blend_mode_passthrough et-last-child"><div class="et_pb_module et_pb_text et_pb_text_2 et_pb_text_align_left et_pb_bg_layout_light"><div class="et_pb_text_inner"><h1 style="text-align: center;">Thomas A. Stewart & Patricia O’Connell</h1></div></div></div></div><div class="et_pb_row et_pb_row_4"><div class="et_pb_column et_pb_column_1_3 et_pb_column_6 et_pb_css_mix_blend_mode_passthrough"><div class="et_pb_module et_pb_image et_pb_image_0"> <span class="et_pb_image_wrap has-box-shadow-overlay"><div class="box-shadow-overlay"></div><img fetchpriority="high" decoding="async" width="500" height="500" src="https://woowowwin.com/wp-content/uploads/2018/04/together_colorx500.jpg" alt="" title="" srcset="https://woowowwin.com/wp-content/uploads/2018/04/together_colorx500.jpg 500w, https://woowowwin.com/wp-content/uploads/2018/04/together_colorx500-150x150.jpg 150w, https://woowowwin.com/wp-content/uploads/2018/04/together_colorx500-300x300.jpg 300w" sizes="(max-width: 500px) 100vw, 500px" class="wp-image-5066" /></span></div></div><div class="et_pb_column et_pb_column_2_3 et_pb_column_7 et_pb_css_mix_blend_mode_passthrough et-last-child"><div class="et_pb_module et_pb_text et_pb_text_3 et_pb_text_align_left et_pb_bg_layout_light"><div class="et_pb_text_inner"><p style="text-align: left;">Thomas A. Stewart and Patricia O’Connell are co-authors of the bestselling book <em>Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight</em>. Drawing on their experience as management experts, thought leaders, and journalists, Tom and Patricia offer groundbreaking insights that will help your company create memorable, differentiating customer experiences that boost reputation, customer satisfaction, and the bottom line.</p></div></div><div class="et_pb_button_module_wrapper et_pb_button_1_wrapper et_pb_button_alignment_left et_pb_module "> <a class="et_pb_button et_pb_button_1 et_pb_bg_layout_light" href="https://woowowwin.com/about">More About Tom and Patricia</a></div></div></div></div><div class="et_pb_section et_pb_section_3 et_pb_with_background et_section_regular" ><div class="et_pb_row et_pb_row_5"><div class="et_pb_column et_pb_column_4_4 et_pb_column_8 et_pb_css_mix_blend_mode_passthrough et-last-child"><div class="et_pb_module et_pb_text et_pb_text_4 et_pb_text_align_left et_pb_bg_layout_dark"><div class="et_pb_text_inner"><h1 style="text-align: center;">BOOK: <em>Woo, Wow, and Win</em></h1></div></div></div></div><div class="et_pb_row et_pb_row_6"><div class="et_pb_column et_pb_column_2_3 et_pb_column_9 et_pb_css_mix_blend_mode_passthrough"><div class="et_pb_module et_pb_text et_pb_text_5 et_pb_text_align_left et_pb_bg_layout_dark"><div class="et_pb_text_inner">Forget about surprising and delighting customers. Just delight customers—the right customers for you—by designing and delivering experiences that are rooted in empathy and will advance your strategy. <em>Woo, Wow, and Win</em> shows how businesses of all kinds—B2B, B2C, across a wide variety of industries—are using service design to differentiate their services, build customer loyalty, and create lasting relationships. Get clear, practical strategies for designing and delivering great customer experiences, from beginning to end.</div></div><div class="et_pb_button_module_wrapper et_pb_button_2_wrapper et_pb_button_alignment_center et_pb_module "> <a class="et_pb_button et_pb_button_2 et_pb_bg_layout_light" href="https://woowowwin.com/book">Learn More</a></div></div><div class="et_pb_column et_pb_column_1_3 et_pb_column_10 et_pb_css_mix_blend_mode_passthrough et-last-child"><div class="et_pb_module et_pb_image et_pb_image_1"> <a href="https://woowowwin.com/book"><span class="et_pb_image_wrap "><img loading="lazy" decoding="async" width="500" height="756" src="https://woowowwin.com/wp-content/uploads/2018/03/woowowwin3D-crop-1.png" alt="" title="" srcset="https://woowowwin.com/wp-content/uploads/2018/03/woowowwin3D-crop-1.png 500w, https://woowowwin.com/wp-content/uploads/2018/03/woowowwin3D-crop-1-198x300.png 198w" sizes="(max-width: 500px) 100vw, 500px" class="wp-image-4667" /></span></a></div></div></div></div><div class="et_pb_section et_pb_section_4 et_pb_inner_shadow et_section_regular" ><div class="et_pb_row et_pb_row_7"><div class="et_pb_column et_pb_column_1_2 et_pb_column_11 et_pb_css_mix_blend_mode_passthrough"><div class="et_pb_module et_pb_video et_pb_video_0"><div class="et_pb_video_box"><iframe loading="lazy" title="[FEST_17] Patricia O'Connel & Thomas A. Stewart: Why Service Design will make your company win" src="https://player.vimeo.com/video/241966277?dnt=1&app_id=122963" width="1080" height="608" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media"></iframe></div></div></div><div class="et_pb_column et_pb_column_1_2 et_pb_column_12 et_pb_css_mix_blend_mode_passthrough et-last-child"><div class="et_pb_module et_pb_text et_pb_text_6 et_pb_text_align_left et_pb_bg_layout_light"><div class="et_pb_text_inner"><h4 style="text-align: center;">Learn from Tom and Patricia how service design makes customer experience <strong>reliable, repeatable, scaleable, and profitabl</strong>e: the four pillars of success.</h4><h4 style="text-align: center;"></h4><h4 style="text-align: center;"><em>Available for speaking, consulting, and workshops</em></h4></div></div><div class="et_pb_button_module_wrapper et_pb_button_3_wrapper et_pb_button_alignment_center et_pb_module "> <a class="et_pb_button et_pb_button_3 et_pb_bg_layout_light" href="https://woowowwin.com/speaking-consulting">Find Out More</a></div></div></div></div><div class="et_pb_section et_pb_section_5 et_pb_with_background et_section_regular" ><div class="et_pb_row et_pb_row_8"><div class="et_pb_column et_pb_column_4_4 et_pb_column_13 et_pb_css_mix_blend_mode_passthrough et-last-child"><div class="et_pb_module et_pb_text et_pb_text_7 et_pb_text_align_left et_pb_bg_layout_dark"><div class="et_pb_text_inner"><h1 style="text-align: center;"><em>Latest Thinking</em></h1></div></div><div class="et_pb_module et_pb_blog_0 et_pb_blog_grid_wrapper et_pb_bg_layout_light"><div class="et_pb_blog_grid clearfix "><div class="et_pb_ajax_pagination_container"><div class="et_pb_salvattore_content" data-columns><article id="post-5605" class="et_pb_post clearfix et_pb_blog_item_0_0 post-5605 post type-post status-publish format-standard has-post-thumbnail hentry category-featured"><div class="et_pb_image_container"><a href="https://woowowwin.com/2019/04/how-to-solve-customer-problems-even-when-its-not-your-fault.html" class="entry-featured-image-url"><img loading="lazy" decoding="async" src="https://woowowwin.com/wp-content/uploads/2019/04/Front_DeskHotel_2014-400x250.jpg" alt="How to Solve Customer Problems—Even When It’s Not Your Fault" class="" srcset="https://woowowwin.com/wp-content/uploads/2019/04/Front_DeskHotel_2014.jpg 479w, https://woowowwin.com/wp-content/uploads/2019/04/Front_DeskHotel_2014-400x250.jpg 480w " sizes="(max-width:479px) 479px, 100vw " width="400" height="250" /></a></div><h2 class="entry-title"> <a href="https://woowowwin.com/2019/04/how-to-solve-customer-problems-even-when-its-not-your-fault.html">How to Solve Customer Problems—Even When It’s Not Your Fault</a></h2><p class="post-meta">by <span class="author vcard"><a href="https://woowowwin.com/author/patriciao" title="Posts by Patricia O'Connell" rel="author"><a href="https://woowowwin.com/author/patriciao" title="Posts by Patricia O'Connell" class="author url fn" rel="author">Patricia O'Connell</a></a></span></p><div class="post-content"><div class="post-content-inner"><p>Customers judge their experiences on the totality of their journey, giving unequal weight to first, last, and peak/high-emotion interactions.</p></div><a href="https://woowowwin.com/2019/04/how-to-solve-customer-problems-even-when-its-not-your-fault.html" class="more-link">read more</a></div></article><article id="post-5544" class="et_pb_post clearfix et_pb_blog_item_0_1 post-5544 post type-post status-publish format-standard has-post-thumbnail hentry category-featured tag-airlines tag-customer-experience"><div class="et_pb_image_container"><a href="https://woowowwin.com/2019/01/the-power-of-price-points.html" class="entry-featured-image-url"><img loading="lazy" decoding="async" src="https://woowowwin.com/wp-content/uploads/2019/01/Economyclasspic-400x250.jpg" alt="The Power of Price Points" class="" srcset="https://woowowwin.com/wp-content/uploads/2019/01/Economyclasspic.jpg 479w, https://woowowwin.com/wp-content/uploads/2019/01/Economyclasspic-400x250.jpg 480w " sizes="(max-width:479px) 479px, 100vw " width="400" height="250" /></a></div><h2 class="entry-title"> <a href="https://woowowwin.com/2019/01/the-power-of-price-points.html">The Power of Price Points</a></h2><p class="post-meta">by <span class="author vcard"><a href="https://woowowwin.com/author/toms" title="Posts by Thomas A. Stewart" rel="author"><a href="https://woowowwin.com/author/toms" title="Posts by Thomas A. Stewart" class="author url fn" rel="author">Thomas A. Stewart</a> and <a href="https://woowowwin.com/author/patriciao" title="Posts by Patricia O'Connell" class="author url fn" rel="author">Patricia O'Connell</a></a></span></p><div class="post-content"><div class="post-content-inner"><p>Segmentation makes implicit the customers’ responsibility to co-create their experience. If you don’t like the lack of bells and whistles in basic economy, upgrade next time. (Originally published by strategy+business.)</p></div><a href="https://woowowwin.com/2019/01/the-power-of-price-points.html" class="more-link">read more</a></div></article><article id="post-5150" class="et_pb_post clearfix et_pb_blog_item_0_2 post-5150 post type-post status-publish format-standard has-post-thumbnail hentry category-featured"><div class="et_pb_image_container"><a href="https://woowowwin.com/2018/02/the-legacy-of-ikea-founder-ingvar-kamprad.html" class="entry-featured-image-url"><img loading="lazy" decoding="async" src="https://woowowwin.com/wp-content/uploads/2018/04/sophia-baboolal-86214-unsplash-400x250.jpg" alt="The Legacy of IKEA Founder Ingvar Kamprad" class="" srcset="https://woowowwin.com/wp-content/uploads/2018/04/sophia-baboolal-86214-unsplash.jpg 479w, https://woowowwin.com/wp-content/uploads/2018/04/sophia-baboolal-86214-unsplash-400x250.jpg 480w " sizes="(max-width:479px) 479px, 100vw " width="400" height="250" /></a></div><h2 class="entry-title"> <a href="https://woowowwin.com/2018/02/the-legacy-of-ikea-founder-ingvar-kamprad.html">The Legacy of IKEA Founder Ingvar Kamprad</a></h2><p class="post-meta">by <span class="author vcard"><a href="https://woowowwin.com/author/toms" title="Posts by Thomas A. Stewart" rel="author"><a href="https://woowowwin.com/author/toms" title="Posts by Thomas A. Stewart" class="author url fn" rel="author">Thomas A. Stewart</a> and <a href="https://woowowwin.com/author/patriciao" title="Posts by Patricia O'Connell" class="author url fn" rel="author">Patricia O'Connell</a></a></span></p><div class="post-content"><div class="post-content-inner"><p>Many elements come together to forge part of IKEA’s success: its ruthless dedication to setting and meeting customer expectations. It doesn’t promise luxury, but it does promise style, practicality, value, and adventure — and delivers on those promises. (Originally published by strategy+business.)</p></div><a href="https://woowowwin.com/2018/02/the-legacy-of-ikea-founder-ingvar-kamprad.html" class="more-link">read more</a></div></article></div></div></div></div><div class="et_pb_button_module_wrapper et_pb_button_4_wrapper et_pb_button_alignment_center et_pb_module "> <a class="et_pb_button et_pb_button_4 et_pb_bg_layout_light" href="https://woowowwin.com/latest-thinking">See All Latest Thinking</a></div></div></div></div><div class="et_pb_section et_pb_section_6 et_pb_section_parallax et_pb_inner_shadow et_section_regular" ><div class="et_pb_row et_pb_row_9"><div class="et_pb_column et_pb_column_4_4 et_pb_column_14 et_pb_css_mix_blend_mode_passthrough et-last-child"><div class="et_pb_module et_pb_text et_pb_text_8 et_pb_text_align_left et_pb_bg_layout_light"><div class="et_pb_text_inner"><h1 style="text-align: center;">Featured Media</h1></div></div><div class="et_pb_module et_pb_portfolio_0 et_pb_text_align_center 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