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HomeShop at BookSurgeBusiness & EconomicsDecision-Making & Problem SolvingDomino: How Customer Experience Can Tip Everything In Your Business Toward Better Financial Performance |
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| Customer Reviews: | | Average Customer Review: ( 15 customer reviews )
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Most Helpful Customer Reviews
All in One May 21, 2010
By Christine M. Derose
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.
Powerful but simple concepts May 11, 2010
By J. Nelson
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!
 It's good if you are new to the stages of customer's purchase decisions - and do not particulary care about book design/graphics Jan 24, 2010
By Stefan Leuthold
I like the notion of thinking through the customer's product/service lifecycle in terms of customer experience: Customers realize a certain need, and then evaluate and aquire a product/service to satisfy the need; finally, they arrive at an evaluation of whether/how well the product/service satisfied the original need and then the need evolves into another need. I agree with other reviewers that it's a no-nonsense book with a solid approach to thinking through a business (problem) from the buyer's point of view.
However, my assumption would be that most people reading this book are already familiar with textbooks like Kotler's Marketing Management (13th Edition) (e.g. 11th ed., chapter 7) or Solomon's Consumer Behavior: Buying, Having, and Being, 6th Edition and are thus also already familiar with purchase decision models (or buyer behavior models in general) - and for them, the ideas in this book could be condensed to a set of probably 40 questions that need to be asked from a customer experience perspective.
Although these questions are very smart, I wouldn't dare writing (and charging for) a whole book to spread them. In my view, this is more blog material than book material - and the book certainly looks more like an apprentice's first try at bookmaking than a professional publisher's work; it would have helped if Aveus LLC did not publish it itself, I presume.
By the way: Ireland's definition of customer experience ("... what happens and how customers feel..." when they move through the cycle mentioned above), in my opinion, misses an important point: An experience is something that gets stored in the customer's brain (facts, feelings, ... associated to products, services, companies, ...; consciously or not), affecting her (future) behavior. "What happens" does not necessarily have to affect the customer in any way (other than using up the company's money for something they had better spent on improving the customer's experience).
Companies try to influence customers' behavior on time scales of seconds, minutes, days, weeks, months, and even years. They must not only manage "what happens" and try to make "customers feel" during their interactions, they must, above all, worry about what gets stored (again, consciously or not) in customers' brains. This will shape their (future) behavior towards the company - as experiences with other vendors shape their behavior towards other vendors. I believe memory is a fundamental concept for customer experience, and Ireland misses it in her definition (although it seems to appear several times throughout the book).
Common Sense Approach That Works Oct 29, 2009
By Thomas G. Bognanno
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.
 Practical straight shooting Sep 24, 2009
By B. Wolansky
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.
See all 15 customer reviews on Amazon.com
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