Home Authors Posts by Maz Iqbal

Maz Iqbal

Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.

Customer Experience (Pensions) Fail at Aviva

My customer experience online via MyAviva as an Aviva customer used to be great. I would have given it a 10/10. In fact, it was…

What does it take to be a customer-centric enterprise?

What is it to be a customer-centric enterprise? When I started my journey in the land of customer-centricity (2000), the answer to this question, according…

Are You Using Digital Technologies to Improve or Degrade The Customer Experience?

Digital technologies can be used to improve the Customer Experience. For example, by: -Enabling the customer to do more more for him/herself e.g. check/update account…

Hall of Shame: SwissAir -The Service Sucks!!

Ever since I moved to Switzerland some 16 months ago, I have chosen to fly SwissAir rather than BA. Why? Because I found the travelling…

Customer Experience Lessons From The Cafe Hotel Greinwald

You travel on business and your expenses are covered such that you can choose to stay at  a 5* hotel (with swimming pools, jacuzzi, sauna,…

Customer Experience Lessons From Leitner’s Hotel Garni

What is the driving force (as in motivation) for much of that which occurs under the Customer Experience label in many a corporate enterprise? My…

What’s The Real Challenge That Lies At The Heart Of Customer Experience?

Monday 14th Jan19: My Story, My Experience It’s Monday 14th January 2019. It’s the day I am due to meet up with ‘my’ NHS oncologist…

Customer Experience: Is Amazon Going Downhill?

Summing up these experiences what has Amazon achieved? Turn me from a happy (even delighted customer in the past) into a dissatisfied customer. Dissatisfied enough…

DCX/CRM: Avoiding Failure (4)

This is the fourth and last ‘conversation’ in this series of conversations dealing with implementation. You can find the first three conversations here, here, and…

DCX/CRM: Avoiding Failure (3)

This is the third of a series of ‘conversations’ centered on avoiding failure when it comes to Digital Customer Experience and/or CRM.  The first ‘conversation’…

DCX/CRM: Avoiding Failure (2)

In the first part of this series, I pointed out that IT centered programmes that involve the term “transformation” tend to be complex and tend…

DCX/CRM: Avoiding Failure (1)

Information technology centered programmes are prone to failure. This particularly true for the large/complex programmes – in the business world these kinds of programmes have…

Dialogue on CRM, Customer Experience, and Customer-Centricity

Colleague: So much money has been spent and continues to be spent. On CRM. On CX – voice of the customer, journey mapping etc. In…

Hall of Fame: Amazon Delights Cultivating Loyalty From This Customer

Amazon claims to be the Earth’s most customer-centric company.  If Amazon were like just about every other company this claim would be just a marketing…

What Does a Customer-Centred Orientation Look Like Through The Customer’s Eyes?

Are you customer-centred?  That is a sloppy question as there is no agreement on what is being talked about when talking about customer-centricity.  So,...

Hall of Fame: How Folks At Apple Support Turned Me Into An Apple Advocate!

An Apple Customer Becomes an Advocate Due to Apple Support Until recently I was merely a customer of Apple. That changed over the last two...

Argos Good, AO.com Bad Bad Bad: Why I’ll Never Buy From AO.com Again

I’ll never buy from AO.com and recommend that you do your homework before you do business with this online retailer. Why?  Let me take...

On Customer Obsession

Customer Obsession Is Fashionable I hear more and more Middles & Tops mention the importance/need for customer obsession. It’s often used as an exhortation to...

Time to Hit Refresh on Customer and Employee Experience Design Efforts?

I’ve worked with folks working on improving/transforming the Customer Experience.  I’ve also worked with folks working on improving/transforming the Employee Experience. In the process,...

What Does It Take To Delight This Customer?

Story: The Customer Experiences Sadness & Delight Last week, Friday, it’s 10:00 and I am working from home.  Andy’s not arrived yet.  I’m wondering if...

New Posts