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," say, "Erm, let's stick with 'delight'..." Listen to the spirited conversation between our service-minded co-authors and Continuum VP Toby Bottorf to learn how service design connects strategy to customers, the critical importance of delivery, and how the customer is—wait for it—*not* always right.

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

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