Linda Ireland

What it Takes to Have a Fearless Approach – a Bold Leader Interview with...

A couple of years ago at a national health care conference, I joined a small breakout group discussion and met Deborah Gage, CEO of...

How Bold Leaders Beat the Odds (of Ineffective Change) – an Interview with Dr....

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...

4 Inspiring Customer Experience Examples

Every once and a while I hear a story about a brand delivering an incredible customer experience. Sometimes the experience described is carefully planned,...

How To Avoid Making Your Customers Feel Captive

In the dictionary, the word “captive” is generally defined as “taken and held as or as if a prisoner of war” or “held under...

9 Leadership Competencies Essential To Driving Change In Organizations

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...

The Secret Sauce For Improving Customer Retention And Loyalty

If you ask a room full of executives what the secret is to improving customer retention and loyalty is, you will probably get a...

Top Ten CXM Questions: A Self-Examination

Every day I work with leaders to align the decisions they make and what they do every day to what customers value. Because of...

2 Formulas To Estimate Dollar Values of Target and Potential Markets

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 Customer Experience Matters

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...

32 Customer Experience Measurements Every Business Leader Should Know

Every organization, no matter what you do or who you do it for, has a customer experience that can either earn you or cost...

Are Sales Promises Killing Your Financial Performance?

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...

4 Ways to Accurately Anticipate Customer Needs

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....

4 Customer Experience Measurement Framework Must-Haves

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...

In Customer Experience Work, Segmentation or Personas?

Segmentation divides a large, aggregate, and seemingly homogeneous marketplace into clearly and quantitatively defined groups of buyers.  Customer needs or desires, ability to buy,...

Taxi Cab Change Lessons: Your Customer Experience Is Showing

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...

Can You Be Product and Customer Experience Driven at the Same Time?

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...

Why map an ideal customer experience?

Would you ever embark on a trip – long or short – without a route planned to your destination of choice? If your answer...

The Patient Care Experience: How to Move Toward an Integrated Experience

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...

Poor customer experience strategy is a Dumb Way to Die

Last week, a 10 year old friend of mine downloaded a game on his smartphone called "Dumb Ways to Die." I asked him...

The patient experience: 8 tips to help healthcare companies build one

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."...

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