Patricia O'Connell
AUTHOR

Patricia O'Connell

Customer Service Workplace & Organizational Behavior Career
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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. Her interest in service design expresses a lifelong pursuit of the idea that “there’s got to be a better way.” That is what led her to write "Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight," co-authored by Thomas A. Stewart. She is the writer, with author Neil Smith, of the New York Times bestseller "How Excellent Companies Avoid Dumb Things Breaking the Eight Hidden Barriers that Plague Even the Best Businesses." Patricia is twelve-year veteran of Bloomberg Businessweek.com, 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 native of New York City, she lives in the Upper East Side neighborhood of Carnegie Hill.
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