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Domino: How Customer Experience Can Tip Everything in Your Business Toward Better Financial Performance Hardcover – April 15, 2009

4.6 out of 5 stars 17 customer reviews

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Product Details

  • Hardcover: 228 pages
  • Publisher: Aveus Publishing (April 15, 2009)
  • Language: English
  • ISBN-10: 0981930212
  • ISBN-13: 978-0981930213
  • Product Dimensions: 6.1 x 0.6 x 9.2 inches
  • Shipping Weight: 1.1 pounds (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (17 customer reviews)
  • Amazon Best Sellers Rank: #2,516,578 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

Format: Hardcover
Too often I read a business book and when finished I need to figure out how to adapt it to my business. The author has solved that problem by offering solutions and steps to guide you on how to achieve success. It's great. I am reading it for a second time.
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Format: Hardcover
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 financial impact of customers' perceptions of their experience with their companies. With this strategic understanding of "what problem you're solving" for customers, she lays out a framework that identifies, prioritizes, and focuses operational steps that will achieve better results. The ideal customer experience becomes the target to drive real performance. I've only had the book three weeks and its pages are already dog-earred, flagged, and marked up like a well- worn classic.
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Format: Hardcover Verified Purchase
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 the exercises.
I was just anxious to get through all the topics and hear the commentary. But I can see how the excercises are useful to "work in" the concepts. So for many: the excercises will be great and of added value.

What did I like the best? The practical nature of the discussion and theory. I intend to read through it again a second time.
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Format: Hardcover
Ireland lays everything out in a common sense, practical approach that skillfully illustrates the "cause and effect" of actions taken that can add or detract from the profitability a company needs to expand their market share. She makes the point convincingly that a superior customer experience and increased profitability are not mutually exclusive. She provides the reader with key learning experiences that will show you how to use those positive experiences as the backbone of a strategy to increase profits and sustain growth. She asks the right questions that challenge the reader to reexamine their current strategy and perhaps think afresh about the true role of customer experience and the vital but often undervalued linkage to bottom-line profitability.
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Format: Hardcover
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.
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Format: Hardcover
This book is a must read for every C-Level Executive or business owner concerned about the future of their brand. It's packed with case studies and examples that prove a relevant and managed customer experience will not only pay for itself but will out-perform those buisnesses that don't embrace this concept. While "Domino" includes proven theories, it also takes you one step further providing thought-provoking exercises and a process which will help any company realize their profit potential. Easy and entertaining to read, this book will become a standard on your bookshelf.
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Format: Hardcover
If I could choose only one book to help improve my business or my career, Domino would be it! This book is an all-in-one. It is more than a road map for understanding and improving customer experience. Linda Ireland's principles can be used as a framework for starting a business or applied to individuals in the job market to build personal brand. This book provides critical exercises for understanding your customer and how to position yourself for success - both from a business standpoint and a personal perspective.
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Format: Hardcover
As a customer service manager, I found this book to be illuminating and very useful. Clearly written with an elegant simplicity, it contains great information and insight for every level of an organization. Re-defining our customer experience by using Ireland's target customer experience model -- and then holding that sacred -- has made work decisions easier by providing us the "outside-in" perspective that builds loyal customers who will be promoters for our brand and products. I recommend this book!
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