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.
4 customer experience lessons from the demise of Cisco’s flip camera
Many were surprised in 2009 when Cisco decided to enter the consumer electronics market. The company shelled out $590 million in stock for Pure...
5 ways to use customer feedback to strengthen your customer experience
With the explosion of social media tools, there are now myriad ways your customers can tell you what happened during their experience and how...
Five dead simple tips to improve your customer experience
This is by no means meant as a panacea. If only it were so easy to transform a customer experience by implementing just five...
Customer experience leadership: role or action?
I have seen quite a bit of conversation and research of late regarding the need for, or fast growing presence of C-level leaders accountable...
Congratulations! You’re leading customer experience for your company!
Let's say your CEO just tapped you on the shoulder and asked you to take on a new responsibility: "We need you to drive customer...
8 customer experience quotes that spell out success for you
I do a lot of reading. I read books (a list of my favorites from 2011 here). I read magazines. I read newspapers. And,...
Would you like fries with that? Reduce repetition to improve customer experience and performance
Imagine the last sale your company made. You worked hard for it. You earned consideration and made your prospect's short list of options. You...
The best practices trap
Over coffee a few days ago, I got to listen as a client leader reflected on his organization's journey using customer experience to drive...
12 must-read customer experience books for 2011
If you're looking to expand your customer experience knowledge, learn new ideas, or see things from a new perspective, I've put together a list...
Q&A with Children’s Hospitals & Clinics’ Joy Johnson-Lind
Late last year, I shared the story of one of our key partners, Arik Hanson, and his family's experience at Children's Hospitals and Clinics...
7 truths common to all customer experiences
Doctors. Teenagers. IT managers. There are infinite kinds of customers. Some have job titles; some have Facebook walls. Their needs are as infinitely variable...
Can employee experience have a positive impact on customer experience-and your bottom line?
As an example to illustrate a key point in last week's post (that customer satisfaction and customer experience are two very different things), I...
Customer satisfaction and customer experience: 2 very different things
It may seem to go against everything you learned in business school, but making your customers happy isn't the same as delivering a good...
6 customer experience statistics – and the performance implications for your business
Customer studies and statistics. The web is full of them. You've seen them, right? You've probably seen this stat from Nielsen: "90 percent of...
Part II of Q&A with experience leader Ingrid Lindberg
Last week I shared the first part of my Q&A with Ingrid Lindberg, CIGNA's Customer Experience Officer. Today I'm sharing the final half of our...
Can a country have a customer experience?
I'm back in the office, after two weeks of sun, fun and Kiwi culture in New Zealand. On the plane on my way down,...
Q & A with experience leader Ingrid Lindberg
Ingrid Lindberg is CIGNA's Customer Experience Officer, where she spearheads the organization's cultural and customer experience evolution Perhaps revolution is more accurate. For years, health...
A New Year’s wish for leaders
On a recent dash through Tokyo's Narita airport, I spotted a case full of beckoning cats. They're called Maneki Neko, and they're a spirited...
Measuring customer experience: 7 steps for the fifth step
If you're just joining us in the Measuring the Customer Experience series, you can play catch up by taking a look at the metrics...
Measuring customer experience: 5 metrics for the fourth step
Welcome – or hopefully welcome back – to my series covering the metrics you can use to see the link between each step of...