4 Ways to Accurately Anticipate Customer Needs

By | Thursday, January 14, 2016|

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

By | Wednesday, October 29, 2014|

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

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!) […]

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. […]

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. […]

Aimee Lucas Interview

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. […]

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. […]

Ingrid Lindberg Interview (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? […]

Ingrid Lindberg Interview (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. […]

7 Customer Experience Truths That Drive Better Performance

By | Tuesday, February 22, 2011|

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 are their demographic or behavioral profiles. Because they – and their needs – are unique, their customer experiences are infinitely variable too. […]