Linda Ireland
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.
Are you a Vitamin or a Painkiller?
A recent inc.com article, which challenged businesses to determine if their offering is a vitamin or a painkiller, caught my attention. In short: Your product...
5 ways to stay one step ahead of your customers
You're doing the right things. You've chosen your target customers wisely and found a set of needs you can solve for them better than...
11 customer experience blogs you should be reading
Over the last few days, I've been looking to refresh my feed of customer experience blogs I read on a regular basis. Some I...
6 lessons from the IQPC Customer Experience Exchange
A few weeks ago, I attended the Customer Experience Exchange North America in Miami. I am a bit tardy in posting these takeaways, which...
3 ways doctors can simplify the patient experience: an open letter to physicians
Have you seen the scene on Showtime's "The Big C" where the main character Cathy – who has stage-IV cancer – shows up two...
3 customer experience steps that always fall short
Does everybody have this problem? When I'm engaged with leaders who are diagnosing the gaps and opportunities between a current and target customer experience, I...
What is your follow-up email really saying?
Within one week of each other, I received two different follow-up emails, for two different travel experiences. And I was left with two very...
Today’s patient experience – and lessons for tomorrow
We hear it all the time from hospitals and clinics: We offer a patient-centered experience. But, how true is that statement in reality? A...
2 ways to measure customer experience performance
Is your customer experience making you money? Is it costing you money? Do you know? I am often asked about how to measure the effectiveness,...
Today’s patient experience – and lessons for tomorow
We hear it all the time from hospitals and clinics: We offer a patient-centered experience. But, how true is that statement in reality? A...
When people are the product, they become the pawns: Why LinkedIn users should be outraged about the recent hack
I'm a premium-paying member of LinkedIn. So when 6.5 million LinkedIn passwords were compromised by Russian hackers last week, I was a little miffed...
5 steps to start a conversation about customer experience with your executive leader
The health of your customer experience is vital for the health of virtually any business. But discussing it with senior executives can be a...
Guest Stan Phelps: solving needs or exceeding expectations – which is most important?
In February, I wrote a post that triggered a bit of a debate. I posed the question, "Exceeding expectations or solving customer problems: What's...
7 spring cleaning tips to strengthen your customer experience
It's spring (here in the northern hemisphere). Long past your New Year's resolutions and well into your annual objectives to strengthen your organization's customer...
What I would do if I were Brian Dunn: 3 ways to reshape customer experience at Best Buy
In case you missed it, Larry Downes wrote a Forbes article in January titled, "Why Best Buy Is Going Out of Business…Gradually." He caused...
Exceeding expectations or solving customer problems: What’s more important?
Let's say you set out to improve your company's customer experience to drive better organization performance (kudos to you). What will be more important...
A customer experience lesson in honor of Andy Rooney
On a Delta flight from Chicago to Minneapolis, I caught myself thinking about customer experience - Andy Rooney style. I confess I was not a...
Q & A with Crowe Horwath’s Aimee Lucas
One afternoon in the spring of 2010, a colleague and I ducked into a fruit smoothie place in Manhattan. We had just finished a...
Why does B2B customer experience get the short shrift?
> I recently sent out a tweet about B2B customer experience asking people to brag about their company or the work they're doing. The silence…
10 tips to strengthen your customer experience using four social media platforms
I recently had the outstanding opportunity to lead a Webinar for MarketingProfs (transparency alert: I blog for the MarketingProfs Daily Fix regularly) members on how...