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Maz Iqbal

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

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 Dark Side

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...

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:…

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…....

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