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Patricia O'Connell

President of Aerten Consulting Co-Author of the Best-Selling Book Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight
  • Strategic advisor for high-level executives seeking to delight customers
  • Best-selling business author showcasing a "better way" to connect with consumers
  • Powerful insights on identifying and capitalizing on "make or break" brand characteristics
Topics & Types
BrandingChange ManagementCustomer ExperienceLeadershipConsumer BehaviorAuthorsFemale Speakers

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 also the co-author of the best-seller Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. Exclusively represented by Leading Authorities speakers bureau, she shares the five principles of service design and delivery with captivated audiences, including her advice to always set and meet expectations and create a consistent customer experience across all touchpoints and channels. O’Connell also helps audiences identify their unique “make or break” characteristics, which moments they create with customers are the most memorable, and how to find and relive customer pain points. Clients leave with a solid understanding of where they are currently underperforming, meeting expectations, and exceeding, as well as how to improve where needed.

In addition to her work on Woo, Wow, and Win, she is the writer, with author Neil Smith, of the New York Times best-seller How Excellent Companies Avoid Dumb Things: Breaking the Eight Hidden Barriers that Plague Even the Best Businesses. Her interest in service design expresses a lifelong pursuit of the idea that “there’s got to be a better way.”

Patricia is twelve-year veteran of Bloomberg, where she served as news editor and subsequently as the management editor. There she worked with writers and thought leaders like John Byrne, Marshall Goldsmith, Dov Seidman, Bill George, Ben Heineman, Don Tapscott, Bruce Weinstein, and others, while overseeing the design and launch of new channels and services.

A graduate of Boston College, Patricia has worked with such organizations as the Project Management Institute, the Association of Management Consulting Firms, Strategy&, Boston Consulting Group, Hay Group (now part of Korn Ferry), Stephens Inc., Savannah College of Art and Design, and T. Rowe Price.

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Location/Travels from: america
US East
$10,001 - $20,000*
US West
$10,001 - $20,000*
$20,001 - $35,000*
$35,001 - $55,000*

* This specific fee falls within this range. Ranges are presented as a guideline only. Speaker fees are subject to change without notice.
For an exact quote, please contact your Leading Authorities representative.

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