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 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...
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...
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...
A few weeks ago, I attended the Customer Experience Exchange North America in Miami. I am a bit tardy in posting these takeaways, which...
Have you seen the scene on Showtime's "The Big C" where the main character Cathy – who has stage-IV cancer – shows up two...
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...
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...
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...
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,...
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...
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...
The health of your customer experience is vital for the health of virtually any business. But discussing it with senior executives can be a...
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...
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...
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...
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...
On a Delta flight from Chicago to Minneapolis, I caught myself thinking about customer experience - Andy Rooney style. I confess I was not a...
One afternoon in the spring of 2010, a colleague and I ducked into a fruit smoothie place in Manhattan. We had just finished a...
> 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…
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...