Your Service Experiences – By Design or By Chance?
Middlesex Consulting
FEBRUARY 5, 2017
We design our products. We design our organizations. We spend an inordinate amount of time and money designing our software. But, do we design our services? If we were honest, most of us would answer NO! This is unacceptable because as Thomas Stewart and Patricia O'Connell write in their 2016 book "Woo, Wow, and Win" - A company's job is to design and deliver delight on its own terms, by fully meeting the expectations of customers.
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