How Customer Experience Can Tip Everything in Your Business Toward Better Financial Performance
Linda Ireland
Aveus, $24.95, 196 pages
Companies with an established definition of customer experience have almost double the success rate in exceeding profit targets as companies without one. That's the main premise behind Domino , the new book by Linda Ireland.
In it, Ireland draws from her experiences as co-owner and partner of Aveus, a global strategy and operational change firm, to provide a blueprint for using customer experience to secure lasting financial rewards. In each chapter, she includes quick and thoughtful exercises to help map target customer experience from both business and customer viewpoints.
Ireland points out that the first, and most important step in the process is coming to the realization that what you solve is more important than what you sell. If your first domino is customer experience, then your last domino will be outstanding, sustainable financial reward.
© Arc, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to TMSalesOperations@arc-network.com. For more information visit Asset & Logo Licensing.