Harper Business Books: Setting the Agenda on Work, Leadership, and Growth

Meet the Author: Patricia O'Connell

Author Bio and Details

Patricia O’Connell is president of Aerten Consulting, a New York City—based firm that works with companies to devise content strategies and develop thought leadership for top management. She is the writer, with author Neil Smith, of the New York Times bestseller How Excellent Companies Avoid Dumb Things. She is also the former management editor of Bloomberg Businessweek.

Books by Patricia O'Connell

Woo, Wow, and Win

Service Design, Strategy, and the Art of Customer Delight

Book cover image: Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight

In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up. Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly…  More »