domino
how customer experience can tip everything in your business toward better financial performance
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 what drives daily decisions within your organization—your front domino—will determine the fluidity of that chain of events, and the level of profit outcome you achieve.
Companies that use 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. Domino is a how-to book and tested blueprint for defining the target customer experience and translating it into an actionable strategy that leads to tangible financial reward.
In Domino, you’ll find:
- An actionable definition of customer experience
- Diagnostic questions to identify the biggest gaps and opportunities between the customer experience you have and the ideal experience that will drive the most profit
- Eye-opening stories of leaders and organizations already winning financial payoff
- Tools and exercises to help you define what must happen and how a customer should feel at each step of your target customer experience
- More tools and exercises to help you translate your target customer experience into the daily actions and decisions that everyone in your organization can use to drive performance
- Metrics and indicators that tell you if you’re on track
