About Linda Ireland

Linda Ireland has been building and developing organizations for more than 25 years. Willing to take on any role from general manager to line executive to consultant to board member, her entrepreneurial spirit has driven her to implement strategic change successfully, no matter how challenging.

A Bold Leader Interview with Dr. David Carmouche: How Bold Leaders Beat the Odds (of Ineffective Change)

By | Friday, December 5, 2014|

The odds are not in his favor.
Dr. David Carmouche has spent his entire career trying to provide world class healthcare for a state with some pretty sick people. […]

A Bold Leader Self Assessment on Customer Experience

By | Tuesday, August 26, 2014|

Every day I work with bold leaders to align the decisions they make and what they do every day to what customers value. Because of this I’m forced to ask this one question at least once a day: “Is your customer experience costing or making you money?” Most don’t know. […]

32 Customer Experience Measurements Every Bold Leader Should Know

By | Tuesday, August 12, 2014|

Every organization, no matter what you do or who you do it for, has a customer experience that can either earn you or cost you money. […]

Can You Be Product and Customer Experience Driven at the Same Time?

By | Tuesday, December 3, 2013|

Are you familiar with the phrase, “the best of both worlds?” I am. In my personal life, I’m constantly tempted to make decisions that combine multiple things I like. For instance, when I’m out to dinner – I often think, why not recommend that my dining companion order my second choice on the menu. I can have a few bites, but also enjoy my own meal. It’s the best of both worlds. (Future dinner dates, now you know my secret!)
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Why Map an Ideal Customer Experience?

By | Monday, November 4, 2013|

Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on the horizon to which you are aiming. In the cliché the risk is overshooting the target. In business the risk is that individuals, functions or even your whole company could be unwittingly marching away from the outcomes that would yield the best performance for your company.

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How Bold Leaders Get Organizational Alignment

By | Thursday, September 5, 2013|

Understand your mission? Check.  Create a vision through strategic thinking?  Check.  Get organizational alignment and superior execution?   Not so fast. […]

Are You a Vitamin or Painkiller?

By | Thursday, April 18, 2013|

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 is a vitamin if your product creates a stronger future state over time, and
Your product is a pain killer if your product solves a specific hurt.

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How Bold Leaders Stay One Step Ahead of Customers

By | Wednesday, January 2, 2013|

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 anyone else can. People and teams across your organization are doing their best to make daily decisions that meet or exceed the requirements your customers value most. And you’re constantly re-evaluating and stopping processes that aren’t matching your target experience. […]

Do the Republicans and Democrats Have a Customer Experience Problem (Forbes)

By | Tuesday, October 23, 2012|

Aveus Partner, Linda Ireland, recently became a contributing author at Forbes.com with her first post, Do Republicans and Democrats have a customer experience problem? A timely post on Forbes. […]

Are You Correcting Course or Shifting Strategy? Before Acting, Ask 5 Questions

By | Thursday, August 30, 2012|

The reality is that in any organization, three weeks before the end of some quarter, some line or another in your projected financial results will be off. Some executive (it might even be you) is going to stand up and declare that before the end of the quarter, this (whatever this is), needs to happen. To get there you will offer a special deal, or you’ll have to cut discretionary spending in a certain area, or maybe even across the board. […]

A Bold Leader Interview with Aimee Lucas

By | Friday, October 14, 2011|

One afternoon in the spring of 2010, a colleague and I ducked into a fruit smoothie place in Manhattan. We had just finished a meeting and were halfway back to our hotel, put off by record breaking 95 degree heat and humidity on an afternoon in April. I settled in, opened my email and found a note from Aimee Lucas.
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5 Simple Tips to Improve Your Business

By | Friday, June 10, 2011|

This is by no means meant as a panacea. If only it were so easy to create change by implementing just five simple tips –voila! Our work here would be done. That certainly isn’t the case.  But it’s Friday. In honor of the end of the week, let’s take a breather from things more complex and talk about five simple things you can do today that will improve your business through your customer experience.
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A Bold Leader Interview with Ingrid Lindberg (Part 2)

By | Friday, June 10, 2011|

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 conversation.
How do you quantify the impact of customer experience projects and programs at CIGNA? […]

A Bold Leader Interview with Ingrid Lindberg (Part 1)

By | Monday, June 6, 2011|

Ingrid Lindberg is CIGNA’s Customer Experience Officer, where she spearheads the organization’s cultural and customer experience evolution. […]

Bold Leaders Start With the End in Mind

By | Tuesday, March 15, 2011|

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 performance. It was a fun conversation, because over the last two years a groundswell of positive change has occurred. Satisfaction is up. Dollars have been freed because activity that customers didn’t value was purged. And the organization has been able to sustain what was already heady growth.
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