The Bold Leader Blog

/Customer Experience
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Self-Inflicted Wounds: An Open Letter to Delta Air Lines and American Express

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Dear      Sandeep Dube, Vice President - Delta Air Lines (Customer Engagement & Loyalty) CC:        Denise Pickett, President, U.S. Consumer Products & Services at American Express; Edward Bastian, CEO, Delta From:   Chis LaVictoire Mahai, Managing Partner, Aveus and a long-experienced customer with both [...]

An Employee First Culture Risks Becoming Internally Focused and Externally Irrelevant

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Which comes first, customer or employee experience?  This may sound like the proverbial “chicken or egg” question.  Both promise greater employee engagement and enhanced financial performance.  Many companies are underperforming on both. In fact, Gallup has found that fully 70% of employees [...]

The Secret to Winning in Today’s Marketplace

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Customer Anchored Organizations Win

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It seems no matter whom I am talking with in business lately, a key theme is that customer expectations are higher and changing more rapidly than ever before.  And as a result, the difference between winners and losers is becoming more dramatic.  [...]

B2B Customer Strategy: Who Do You Serve and What Are You Solving?

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We encounter many business to business clients who have realized “what got them here is not what is going to get them there.”  One of the consistent themes that emerges regardless of industry is that over time, B2B companies often develop a [...]

Bold Leader Guide to Customer Experience

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As business leaders, we understand: companies exist only if they meet a set of customer needs. The most successful companies today increasingly understand that how their organization delivers for customers is as important as what it delivers. This orientation has resulted in [...]

4 Ways to Accurately Anticipate Customer Needs

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You’ve given your customer a reason to come to your company in the first place and succeeded in solving one of your customer’s needs. Congratulations on a job well done. What’s next?  Delivering another winner that will alleviate the next customer problem [...]

5 Ways to Drive Better Performance Through Your Customer Experience

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Customer experience has become a hot topic. Industry and company experience ratings are published. A vast array of outside resources are suddenly available to help organizations understand and improve their customer experience. We’ve seen similar trends when “quality” and “lean” initiatives were first adopted. Bold leaders I speak to often feel besieged with information and reports but are still wondering if their customer experience efforts are the right ones. […]

A Bold Leader Self Assessment on Customer Experience

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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

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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?

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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!) […]

Why Map an Ideal Customer Experience?

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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. […]

How Bold Leaders Stay One Step Ahead of Customers

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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)

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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. […]

Aimee Lucas Interview

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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. […]