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Domino
     

Domino

4.4 7
by Linda Ireland
 
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. Establishing a target customer experience-your front domino-to drive daily

Overview

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. 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. Companies that use a target customer experience as their front domino reap the biggest rewards in profitability, growth and sustainability. For the first time, a book about customer experience belongs in the management and finance sections of every bookstore. 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.

Product Details

ISBN-13:
9780981930213
Publisher:
Out of the Ordinary Media
Publication date:
04/15/2009
Pages:
228
Product dimensions:
6.14(w) x 9.21(h) x 0.56(d)

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Domino 4.4 out of 5 based on 0 ratings. 7 reviews.
Anonymous More than 1 year ago
Profjwh More than 1 year ago
I am the CEO of a property services company and found Ms. Irelands book to be the Good to Great of the customer experience space. Like Jim Collins she writes conversationally but paints a vivid big picture that my staff could understand, includes great questions, simple tools and guiding metrics. The line "falling like dominos" was a particularily helpful visual model and I like the fact that her work is grounded in research but her practical experience lends itself to building sustainable improvements in customer experience which is what we needed to surive the competitive pressures we face.
Anonymous More than 1 year ago
M_Clark More than 1 year ago
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 a functional strategy for growing your business. Highly recommended for businesses large and small that are seeking a sustainable financial strategy in an increasingly fast-changing world.
jgallisdorfer More than 1 year ago
Linda Ireland combines personal and professional experiences with studies and facts to create a clear how-to for unlocking sustainable financial reward.
Anonymous More than 1 year ago
Dr_Riggs More than 1 year ago
I was very impressed with Domino's steps to improve our customer's experience. It made me realize how many 'customer' categories I have in my life and how many tangible ways I could improve our relationships with them!