I met Jennifer Smith at a fund and friend-raising gala for Gillette Children’s Specialty Healthcare. She was just hours off the plane from a trip to Rwanda and Uganda, and I was impressed that she and her husband Brooks were awake. But
I’ve found that bold leaders are drawn to organizations under some kind of negative or positive stress. Jodi Prohofsky was drawn to a company grappling with both, simultaneously. Jodi’s team, responsible for billions in provider and supplier contracts, is part of a
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.
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
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 –
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
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
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
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.
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
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
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
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?