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Thomas Stewart & Patricia O'Connell

Co-Authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight
    Topics & Types
    LeadershipConsumer BehaviorAuthors

    Thomas A. Stewart is the Executive Director of the National Center for the Middle Market, the leading source for knowledge, leadership and research on mid-sized companies. Stewart is an influential thought leader on global management issues and ideas: an internationally recognized editor and publisher, authority on intellectual capital and knowledge management, and a best-selling author.

    Previously, Stewart served as Chief Marketing and Knowledge Officer for Booz & Company (now called Strategy&), overseeing the firm’s intellectual agenda, major research projects, and strategy + business magazine. Prior to that, he was for six years the Editor and Managing Director of Harvard Business Review, leading it to multiple finalist nominations for a National Magazine Award.

    He is the author of: Wow, and Win: Service Design, Strategy, and the Art of Customer Delight, Intellectual Capital: The New Wealth of Organizations and The Wealth of Knowledge: Intellectual Capital and the Twenty-first Century Organization. He has contributed chapters to four other books and published articles in Harvard Business Review, strategy + business, Fortune, Business 2.0., Inc., Financial Times, The Hill, Industry Week, Ad Age, and elsewhere. A twelve-time participant in the World Economic Forum, he has delivered lectures and seminars across the U.S. and in more than two dozen countries worldwide.

    Stewart is a summa cum laude graduate of Harvard College and holds an honorary Doctor of Science degree from Cass Business School, City University London.

    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, and co-author of the book, Woo, Wow, and Win. Her interest in service design expresses a lifelong pursuit of the idea that “there’s got to be a better way.” She is also 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.

    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.

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