video library
Linda Ireland comments on her book DOMINO.
What's your front domino? (Video: 1:44)
There is a link between solving a problem well for a target customer (your front domino) and financial performance (your back domino). The link is all your daily decisions and actions. Aligned well with the front domino, they result in great financial performance. Aligned poorly, inconsistently, or only by some in your organization, not so much.
Why write a how-to book? (Video: 1:08)
When it comes to books on customer experience, there are many good strategy books on the topic. But there hasnt been a how-to book until DOMINO. My book helps leaders define the ideal, or target customer experience that in a way that is actionable to everyone in the organization.
How will readers use DOMINO? (Video: 1:44)
DOMINO readers will use DOMINO to provoke conversation and action in and across work groups. Whether leading a department, a product or service line, a brand or a whole organization, readers will use the examples, tools, exercises and guiding metrics to get past the general notion that customer experience is good, to achieve a clear target customer experience and daily actions that drive real and positive financial performance.
Why is customer experience important? (Video: 2:09)
When defined clearly, customer experience drives better financial performance. Recent national research conducted by my firm Aveus proves it. The results of their surveys revealed that organizations that have a defined customer experience and use it as a driving factor for all their daily decisions exceed revenue and profit targets twice as often as those that dont. DOMINO reveals this unnecessarily well kept secret.
How can leaders get more performance payoff from customer experience? (Video: 2:12)
Is your customer experience making or costing money for your organization? If your organization gets some payoff from a defined customer experience but not enough, what's happening? Two forms on inconsistency in execution are likely the culprit. My firm Aveus national research shows that consistency will yield good performance rewards.
A there a target experience inside your company? (Video: 3:39)
The best performing customer experiences are based on mutual interest between an organization and its customers. That means you must define and act on what customer experience looks like from inside your company. Think IF / THEN: IF your customer is looking for options, what must your organization do to earn consideration? As customers needs evolve over time, how will your organization anticipate emerging needs and create sustainable performance? |
