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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.

Why Map an Ideal Customer Experience?

Monday, November 4, 2013|Categories: Customer Experience|

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

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Are You a Vitamin or Painkiller?

Thursday, April 18, 2013|Categories: Product, Strategy|

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

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How Bold Leaders Stay One Step Ahead of Customers

Wednesday, January 2, 2013|Categories: Customer Experience|

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

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Aimee Lucas Interview

Friday, October 14, 2011|Categories: Bold Leadership, Customer Experience, Interview|

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

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Ingrid Lindberg Interview (Part 2)

Friday, June 10, 2011|Categories: Customer Experience, Interview|

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?

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