Author Archive | Maz Iqbal

What Are The Two Challenges At The Heart Of Change?

Blog post by on April 6, 2014

The Traditional Take On Change So much has been written on change – particularly organisational change. It occurs to me that this material is mostly written by folks sitting in the stands, observing the game of change …

Happiness, Leadership and Customer-Centricity?

Blog post by on April 2, 2014

What is the connection between happiness, leadership and customer-centricity? On Happiness A lot has been written about happiness. Not much of it speaks to me. And there are some speakers whose speaking resonates with me. Let’s start …

Hall of Fame: Waitrose Creates A Delighted Customer

Blog post by on March 25, 2014

Based on recent experiences I find myself moved to create a ‘Hall of Fame’. And a ‘Hall of Shame’ for well known brands based on how these businesses treat their customers.  My commitment is to share the …

Customer Centricity: A Sunday Morning Religion?

Blog post by on March 19, 2014

It occurs to me that customer-centricity has become a religion in many ways. And as such is characterised by a particular philosophy-ideology, rituals and practices. We have many books-articles published on customer-centricity, customer experience, CRM, customer service …