How customer experience can tip everything in your business toward better financial performance
By: Linda Ireland
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 that belongs in both the business 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.
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About the author
Linda Ireland is co-owner and partner of Aveus LLC, a global strategy and operational change firm.
Through Aveus, Linda has worked with over 100 organizations in industries from healthcare to media, technology to non-profits. She serves on the boards of non-profit organizations in health services and the arts, and is an active investor in women-owned and led businesses.
Linda found her passion for challenging change challenges early. She was 28 in her first executive role, leading manufacturing for a sole source supplier for 3M through 4X revenue growth. As her corporate career unfolded, she held executive roles in strategy and corporate development, product development, marketing and venture start-up, at companies including Wilsons Leather, PaperDirect and Deluxe Corporation.
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I have never come across a book like DOMINO before. It really pushes the idea that customer experience needs to stop being relegated to sales and marketing divisions and must instead be used in every single division of your organization and at every level to achieve success. The worksheets in it are incredibly helpful. - Stephen W.
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