Linda Ireland
Linda Ireland is co-owner and partner of Aveus LLC, a global strategy and operational change firm that helps leaders find money in the business performance chain while improving customer experiences. As author of Domino: How to Use Customer Experience to Tip Everything in Your Business toward Better Financial Performance, Linda built on work done at Aveus and aims to deliver real-life, actionable, how-to help for leaders of any organization.
A couple of years ago at a national health care conference, I joined a small breakout group discussion and met Deborah Gage, CEO of...
The odds are not in his favor. Dr. David Carmouche has spent his entire career trying to provide world class healthcare for a state with...
Every once and a while I hear a story about a brand delivering an incredible customer experience. Sometimes the experience described is carefully planned,...
In the dictionary, the word “captive” is generally defined as “taken and held as or as if a prisoner of war” or “held under...
John Geisler, vice president and CIO of Cargill, was a guest 8-10 years ago on an internet radio show my Aveus Partner Linda Ireland...
If you ask a room full of executives what the secret is to improving customer retention and loyalty is, you will probably get a...
Every day I work with leaders to align the decisions they make and what they do every day to what customers value. Because of...
Meet Kate. Kate is the CEO of HRT Insurance, a health insurance company located in New England. Her company is looking to expand and...
Why Improve Customer Experience Are you a lonely champion? That is, an individual within an organization trying to convince others that it is worthwhile to...
Every organization, no matter what you do or who you do it for, has a customer experience that can either earn you or cost...
Do you find your organization falling short on your sales promises to customers? How do you know if you’ve solved your customer’s problem or...
You’ve given your customer a reason to come to your company in the first place and succeeded in solving one of your customer’s needs....
Dear Airline Executive: You may have noticed the Wall Street Journal’s latest rankings of airlines for 2013 using data from FlightStat and the Department of...
Segmentation divides a large, aggregate, and seemingly homogeneous marketplace into clearly and quantitatively defined groups of buyers. Customer needs or desires, ability to buy,...
Below is my latest post as part of a series where I divulge the change lessons I've experienced in the back seat of a...
Are you familiar with the phrase, "the best of both worlds?" I am. In my personal life, I'm constantly tempted to make decisions that...
Would you ever embark on a trip – long or short – without a route planned to your destination of choice? If your answer...
In Showtime's "The Big C" Laura Linney plays a Minneapolis mom diagnosed with stage 4 brain cancer. Aside from the pure admiration I have...
Last week, a 10 year old friend of mine downloaded a game on his smartphone called "Dumb Ways to Die." I asked him...
The New York Times recently released an article called "The $2.7 Trillion Medical Bill." What did I think? Our healthcare system has become "Skynet."...