Maz Iqbal

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...

Sales Effectiveness: What Does It Take To Make A Sale?

Does sales effectiveness require process – following a particular process in a particular manner?  Perhaps. Does sales effectiveness necessitate using the right technology/tools – say like...

Experience Centric Business: A Bridge Too Far For Many?

I experience, you experience, s/he experience, they experience, we experience.  That is what is so.  Yet how deeply are you (and me) conscious of...

Dancing With Customers: Rodolphe Renwart And The Art Of Hospitality

What is it to be a human being?  There are many answers. I find myself attracted to the answer provided by the philosopher Martin...

On Technology In Experience Design: The Good, The Bad, The Ugly

Brussels Airport: Human Beings and Technology Complement One Another to Deliver A Good Experience It’s Monday morning, early, as we are about to land at...

What Does The Doublespeak of Customer Love Disguise?

In his latest post Andrew Rudin questions the advice of customer experts and provides his take on the language that has come to pervade...

How Do Insurance Companies Treat Loyal Customers?

Who Benefits From Customer Loyalty? Back in December 2015 Annette Franz in her post titled So, What Exactly is Customer Loyalty? made the following statement: I...

Are Leaders & Management Practices The Key Obstacles To High Performing Organisations?

2015 has been another year where I have found myself at the coalface of organisational change: digital transformation, customer experience, CRM and marketing automation…....

What Can The Hotel Industry Learn From Homelands B&B?

During November, whilst on business, I stayed at Homelands Bed & Breakfast and thoroughly enjoyed my experience. It was so good that staying at...

On Customer Experience, Brand Values, and a “Sense of Honour”

Let’s start today’s conversation with the following passage: By strategy, Bourdieu… does not mean conscious choice or rational calculation. The strategies employed by the Kabyle...

Experience Engineering: How Do You Engineer Authentic Humanity Into The Customer Experience?

I have been working in Cheltenham for a few weeks now. I like, really like, the folks (at the client) that I find myself...

Latest Musings on Customer Experience, Digital Transformation, and Agile

It’s been a while – quite a while since the last conversation.  During this period I have experienced that which I have experienced and...

State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part...

It’s the time of the year where I share my take on the latest CX research published by Nunwood. Worth pointing out that Nunwood...

Customer Experience: Beware The Data Trap

Data. It is being made out to be sexy – really sexy. Many folks even think that collecting mountains of data and stuffing it...

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