MRM Talking With: Patricia O’Connell and Thomas A. Stewart, Authors of ‘Woo, Wow, and Win’

In this latest edition of MRM "Talking With" Modern Restaurant Management magazine discusses service design and customer delight with Patricia O’Connell (POC) and Thomas A. Stewart (TAS), authors of the just-released "Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight." Stewart is a best-selling author, an authority on intellectual capital and knowledge management, and a thought leader on global management issues and ideas. He is also the Executive Director of the National Center for the Middle Market of the Fisher College of Business at The Ohio State University, and has served as Chief Marketing and Knowledge Officer for Booz & Company, as well as editor and managing director of Harvard Business Review. O’Connell is a New York City-based writer and editor specializing in business, leadership, and strategy. She is the writer, with author Neil Smith, of the New York Times bestseller “How Excellent Companies Avoid Dumb Things.” 

In "Woo, Wow and…