Maz Iqbal

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 slogan – deceitful, empty at best. However, Amazon isn’t like just about every other company. &...

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...

Meditation on Customer Relationships & Experiences

One might think by now that we would have figured out what makes for great customer relationships & experiences. Ask yourself have we figured...

Make Life Easier By Asking Only One or Two Questions of Your Customers

I find myself living in an age where we take good ideas and squeeze the life out of them through inappropriate implementation. It occurs to...

CX: Using Intelligent Generosity To Cultivate Customer Delight

Certain businesses deal with products that perish or become useless if not used by a certain date/time.  This is often seen as a problem...

Want to Make a Success of Your CRM/CX/Digital Initiative? Listen to Montaigne

I’ve read many times that something like 70% of CRM initiatives fail to deliver the goods?  What about CX. marketing automation, and digital transformation...

On Cultivating Meaningful Connections With Customers or Why Technology Is The Path To The...

What does it take to build a connection between you and your customer?  Forget the talk, look at what businesses are actually doing.  What...

Generating Customer Loyalty Through The Experience Not The Program

First and foremost I thank each and everyone who continues to listen the speaking that occurs on this blog.  A special appreciation for those...

State of Customer: What I Learned During 2016

Some years I find myself working on matters of strategy. Other years I find myself with ‘dirty hands’ working at the coalface – helping...

Putting The Customer At The Centre of Your Business

Now and then a question comes along that provokes my thinking. Here’s a question that I came across recently expressed in different ways: What does...

A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)

Let’s recap Part I of this conversation. The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and...

A ‘Fresh’ Look At Customer Retention and Loyalty (Part I)

It isn’t just Donald Trump that mixes tidbits of fact with much fiction to appeal to those eager to believe. This is also the...

Book Review: The Endangered Customer by Richard. R. Shapiro

I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge.  In this book Richard set out a 3 step model (the greet, the assist,...

CX and the Art of Getting & Keeping Customers

The Story: How I Ended Up Moving On From My Favourite Cafe I walked in to my favourite cafe and greeted the fellow behind the...

CX: Are You Speaking The Customer’s Language?

The meeting was due to start at 16:00 and the flight I had taken landed at midday.  Four hours to get to Augsburg.  Take...

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