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.
Measuring customer experience: 5 metrics for the third step
Thus far in my Measuring the Customer Experience series, I've shared with you: As a reminder, every customer experience starts with a person, who's got...
Twitter Findings: The best & worst experiences from Black Friday
Black Friday and Cyber Monday came and went this week. If you're like me, you either happily joined or couldn't avoid conversations about...
Measuring customer experience: 4 metrics for the second step
Last week I shared with you five metrics you can monitor to see how your business is performing during the first step of the...
Sony Walkman(r) dies, but the need lives on
Over in Hamburg on the Seigle + Gale blog, Ulf-Bruen Drechsel paid homage to the passing of the Sony Walkman. The passing happened with little...
Measuring customer experience: 5 metrics for the first step
One of the most popular series I've run here on the Customer Experience for Profit blog is what readers call "the steps series." There...
Would these customer experiences turn you into a pessimist?
Generally, I consider myself an optimist. A "glass is half full" kind of person. I presume the best intentions of people, leaders and organizations....
Tame your performance chain: lessons from the animal kingdom
My partners Chris Mahai and Sue Gillman penned this terrific article for Industry Week, and it got me thinking about the conversations we’ve had...
Stat of the week: Struggles with differentiation
We’re nearing the end of my stat of the week series. We’ve had quite a ride learning from the leaders I call Haves -...
What’s going on at Trader Joe’s? Some very good things.
Photo by Ingrid Pintucci As someone who gets excited when leaders successfully use customer experience as an operating strategy to drive performance, I had pure fun...
Stat of the Week: IT has it
Way back at the beginning of this ’stat of the week’ series, I shared that our research showed that two thirds – or 62% of...
The end in mind, and what’s in the middle
Over on the Duct Tape Marketing blog, John Jantsch stirred up a good conversation in a post about marketing as a system that has an “end...
Stat of the week: Who translates today’s voice of the customer to tomorrow’s actions?
This week’s stat focuses on translating today’s lessons into actions that make a positive difference for customers and organization performance. Bringing the customer’s point of...
How personal is personal enough for your customer experience?
Over on his Customer Excellence blog, Eric Jacques sparked a discussion about the benefits of a consistent vs a personal experience. I tossed in...
Stat of the week: What does success look like?
Previously, on ’stat of the week’ We’ve covered some provocative stats pulled from the Aveus study Finding the Performance Payoff in Customer Experience. I shared that...
Defining customer experience
Recently, over on the Deliver Bliss blog penned by wise man Tim Sanchez, a discussion erupted over the question: What is the definition of...
Stat of the week: which industry is most likely to ACT on customer experience?
Today I’m extending the conversation begun in this post two weeks ago. There among the frogs and logs, we learned that among organizations with...
Why it’s getting harder to love Apple
Apple is a company long renowned for its customer experience, and for inventing products that fill needs customer didn’t even realize they had. Customers...
Stat of the week: the difference between deciding and doing
There’s an old puzzle – I’m not really sure where it originated – about five frogs on a log. Five frogs are sitting on a...
Can we measure the patient experience? Not yet.
One thing that often pops early in conversations about patient experience is that the concept is more often discussed than it is defined. Next,...
Stat of the week: Do isolated customer experience believers have an impact?
Previously, on Stat of the Week: we learned that 62% of leaders said YES, there is a definition of customer experience that is well...