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.
Many were surprised in 2009 when Cisco decided to enter the consumer electronics market. The company shelled out $590 million in stock for Pure...
With the explosion of social media tools, there are now myriad ways your customers can tell you what happened during their experience and how...
This is by no means meant as a panacea. If only it were so easy to transform a customer experience by implementing just five...
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...
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...
I do a lot of reading. I read books (a list of my favorites from 2011 here). I read magazines. I read newspapers. And,...
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...
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...
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...
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...
Doctors. Teenagers. IT managers. There are infinite kinds of customers. Some have job titles; some have Facebook walls. Their needs are as infinitely variable...
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...
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...
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...
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...
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,...
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...
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...
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...
Welcome – or hopefully welcome back – to my series covering the metrics you can use to see the link between each step of...