4 Customer Experience Measurement Framework Must-Haves

Posted by Linda Ireland

Mar 27, 2014 9:12:00 AM

Dear Airline Executive:

You may have noticed the Wall Street Journal’s latest rankings of airlines for 2013 using data from FlightStat and the Department of Transportation.  (If not, you can find the chart below and the post  here.)    Interesting isn’t it?  You may applaud it or be discouraged by it.  I employ you to do neither because it doesn’t tell a story you should act on.
 PJ-BS591_MIDSEA_G_20140108164208
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Topics: Customer Experience

In Customer Experience Work, Segmentation or Personas?

Posted by Linda Ireland

Feb 26, 2014 4:19:07 PM

segmentation personasThe answer is not a simple as you may think.  We must first be clear about the differences between segmentation and personas and in which scenarios they are used.
 
Segmentation divides a large, aggregate, and seemingly homogeneous marketplace into clearly and quantitatively defined groups of buyers.  Customer needs or desires, ability to buy, and locations are some of the variables that can be used to segment a market. More advanced models include detailed psychographic variables like lifestyle and values. Segmentation is a quantitative breakdown of a market.
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Topics: Customer Experience, What We Hear

How Women Leaders Drive Change Differently

Posted by Linda Ireland

Jan 16, 2014 1:40:00 PM

small__6829406809Don’t get me wrong:  women and men have a lot of leadership characteristics in common.   But as a woman, I know a woman leader has to do some things differently to successfully drive change.

Outcompete.
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Topics: Leadership

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

Posted by Linda Ireland

Dec 3, 2013 5:30:00 PM

small_5247226215Are 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!)
But, when it comes to business choices, this sentiment does not apply.

When determining your company’s primary focus, you must prioritize. Is your company product-driven or customer experience-driven? I’ve never seen one company that can prioritize both equally and effectively.
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Why Map an Ideal Customer Experience?

Posted by Linda Ireland

Nov 4, 2013 11:32:00 AM

map_an_ideal_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 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.

So why would business leaders run a company without identifying an ideal customer experience? Without knowing what they solve (not what they sell) for the customers who drive their growth and profits? Your guess is as good as mine. But unfortunately, it is a common problem.  The good news is that it’s never too late to define – and map – your company’s customer experience. You only stand to gain.

Here’s why:

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Topics: Customer Experience

The Patient Care Experience: How to Move Toward an Integrated Experience

Posted by Linda Ireland

Sep 19, 2013 10:59:00 AM

patient_care_experienceIn Showtime’s “The Big C” Laura Linney plays a Minneapolis mom diagnosed with stage 4 brain cancer. Aside from the pure admiration I have for the grace and humor with which the cast and writers have tackled her journey, I’ve seen something else in this show. Something that irks me about the patient care experience delivered by our healthcare system. Something that can be fixed.
 
The only person who has an integrated experience in healthcare is the patient.
 
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Topics: Customer Experience, Healthcare

Poor Customer Experience Strategy is a Dumb Way to Die

Posted by Linda Ireland

Jul 8, 2013 10:17:00 AM

dumb_ways_to_die

Last week, a 10 year old friend of mine downloaded a game on his smartphone called “Dumb Ways to Die.”  I asked him about it and he started singing a song that included the lyrics “don’t stand on the edge of a train station platform.”  He then sent me to this youtube video (with 51 million views!)

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Topics: Opinion, Customer Experience

The patient experience: 8 tips to help healthcare players start to build one

Posted by Linda Ireland

Jun 6, 2013 9:10:00 AM

The New York Times recently released an article called “The $2.7 Trillion Medical Bill.”  What did I think?

Our healthcare system has become “Skynet.” The system was created with good intention but has taken on a life of its own, and it has the potential to destroy us.No single human or organization can disable or fix it. (In the movie Terminator, Skynet, a military defense computer system designed by humans, gains self-awareness and starts a nuclear war killing billions of humans.)

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Topics: Opinion, Customer Experience, Healthcare

Are you a vitamin or a painkiller?

Posted by Linda Ireland

Apr 18, 2013 5:52:00 AM

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.

The author, Chris Heivly, asserts that as leaders, we must know what our offerings solve.  I agree – but answering the question isn’t as easy as it sounds.  Here are three steps to ensure your answer is correct.

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Topics: Customer Experience

What is your front domino?

Posted by Linda Ireland

Apr 15, 2013 11:39:00 AM

There's a great trend sweeping the world's college campuses.  It's very serious (not).  It's mattress dominos!

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Topics: Customer Experience

    
    

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