by Customer Experience

The inspiration to guide your Customer Experience strategy is everywhere! Really… At least for us, it is! We’ve found inspiration to find the link between CX and cricket, basketball, Leonardo Di Caprio, Coldplay, Rajinikanth, Karma and even clichéd proverbs that we use frequently in our speech! And by that logic, the Domino Theory is no exception.

Customer Experience Domino Effect

Incredible as it may sound, Mr. Reitman was not talking about Customer Experience when he said those words… or was he! I’d like to believe that he was except that he may have not realized it himself!

I want you all to take those words and soak your attention in it for a few minutes to really get to the heart of it… because it reflects the true essence of building the perfect customer experience, so beautifully, that you really don’t need to look any further if you are still on the fence about investing in your customers.

For the sake of convenience, I’ll go in order of progression (of the quote) and break down the quote for you to help you see how customer experience is so closely related to the domino effect…


What is the Domino Effect?

A domino effect is the cumulative effect produced when one event sets off a chain of similar events. In itself, the effect is neither negative nor positive. It just is. Some may even call this the butterfly effect, the snowball effect, chain reaction, causation, etc. It doesn’t matter much what you call it so long as you know what it means to you or in our case, your business.

The domino effect is what takes place when one event triggers or sets the tone for an entire series of events.

The Dominoes in Customer Experience

What if we were to tell you that your entire Customer Experience Strategy is governed by this effect? Would that leave you grateful or in panic mode? What if we could prove to you that every step you take, every decision you make and every single interaction you have with your customers dictates the longevity of your business?

Think of it this way. The dominoes are your touchpoints, the tumbling of each domino is one successful interaction and the collapse of the entire spiral of dominoes represents the loyalty of a customer that you just earned! Does that put things in perspective?

The experience that you create for your customers at every single touchpoint on which you interact with them dictates their future association (or disassociation) with your brand. When one interaction is successful, it only means that the next one will either have to be just as smooth or even smoother than the previous interaction. These are silent communications you have with your customers where in you express your worthiness of their loyalty. Customer Experience is built little by little, one domino at a time, one interaction at a time. If Customer Loyalty is your ultimate objective, then compromising on even a single touchpoint can prove counter-productive! One by one, you conquer your customers’ loyalty by offering an experience that makes them happy.

This is part 1 of a three-part series. Stay tuned for Part 2 wherein we will discuss the dominoes (touchpoints) in more detail to understand how you can improve your customers’ journey with your brand. And Part 3 will be about leveraging the domino effect to win over the loyalty of your customers and nurturing it over time.


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