Domino: How Customer Experience Can Tip Everything in Your Business Toward Better Financial Performance
| Author | : | |
| Rating | : | 4.68 (752 Votes) |
| Asin | : | 0981930212 |
| Format Type | : | paperback |
| Number of Pages | : | 228 Pages |
| Publish Date | : | 2015-01-26 |
| Language | : | English |
DESCRIPTION:
Is your customer experience making you money? Costing you money? Do you know? Like a line of falling dominos, daily actions across your organization form a sequence of events that, if aligned correctly, build momentum and culminate in what every business wants-outstanding financial performance. Companies that use a target customer experience as their front domino reap the biggest rewards in profitability, growth and sustainability. This how-to volume, rich with practical exercises, provides a tested blueprint for defining the target customer experience and translating it into an actionable strategy that will lead to tangible financial reward.. Establishing a target customer experience-your front domino-to drive daily decisions within your organization will determine the fluidity of that chain of events, and the level of profit outcome you achieve. For the first time, a book about customer experience belongs in the
Practical straight shooting I can hear the author's positive and encouraging "voice" coming right through the text.The concepts were useful. Great organization: For example the outline of the purpose (realize a need, learn, try, buy, solve, evolve) is clear, understandable and usable throughout (I like the arrow diagram).I could take-it-or-leave-it on the exercises: For me, I was lazy: I.e., I did the reading but not. "Refreshing, Practical Book About Customer Experience" according to Binx Bolling. This book takes the discussion around the buzz word "customer experience" to a more strategic level. Much of what has already been written about customer experience frames it around the role it plays in brand perception and product/service performance. Ireland has done what hasn't been done before. She gives a practical how-to guide for leaders wanting to understand the strategic and finan. Highly relevant and thought provoking M. Clark I found DOMINO to be very insightful with a keen understanding of the relationship between customer motivations and successful business strategies. The author's writing is both clear and concise with a plethora of personal experiences as real-life examples. The book also contains additional supplemental studies which further illustrate the importance of integrating customer experience into