The Customer Is Not (Not!) Always Right

The Resonance Test 5: Thomas A. Stewart and Patricia O'Connell

Should we be surprising and delighting our customers? Thomas A. Stewart and Patricia O’Connell, who co-authored a new volume, Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight, answer: "Erm, let's stick with 'delight'..." Listen to this spirited conversation between our co-authors and Continuum VP Toby Bottorf to learn how service design connects strategy to customers, the critical importance of service delivery, and how the customer is—wait for it—not always right.

Host: Pete Chapin
Editor: Kyp Pilalas
Producer: Ken Gordon