Maz Iqbal

Do you want to improve the customer experience? Wondering where to start? Start here

Where do I start with my Customer Experience programme? One of the questions that comes up again and again is where do I/we start on...

A framework to help you to think about and make sense of Customer Experience...

A high end retailer and a discount retailer offer the same value for money I was reading Marketing Week and the following piece caught my...

How to shape customer behaviour and create delight at no extra cost

Anna: the difference between despair and delight My heart sank when I saw the queue in the bank and I mentally calculated that I could...

Can you craft a good customer experience without an intuitive grasp of human nature?

How likely is it that your organisation will create/deliver a good customer experience if your people do not have an intuitive grasp of human...

Easy ways for smaller businesses to improve the customer experience

Over at Focus Courtney Sato asked the following question: "What are easy ways for small businesses to (almost) instantly improve the customer experience?"...

9 observations on the retail shopping experience

I think it is fair to say that there is tremendous pressure on the retail sector. This would suggest to me that the...

Can you fake a customer-centric orientation?

Computer simulations suggest that over the long term it pays to co-operate and play 'nice' Research on competition and co-operation based on computer simulations ...

Why culture is the ‘Achilles Heel’ of your customer experience efforts (Part II)

This post concludes the train of thought that I shared in an earlier post – Why culture is the Achilles Heel of your customer...

Why culture is the Achilles Heel of your customer experience efforts (Part I)

The future of most customer efforts has already been written: take a look at your culture "I came to see, in my time at IBM,...

7 lessons in service design

Category practice and company policies matter yet they are not enough More than once I have advocated that companies must change category practices and company...

How to profit by taking on more of your customer’s risks

What is the core of the human condition? If you dig down deep enough you might just find that most of us feel...

What you are failing to do is much more important than what you are...

There are two kinds of errors that you can make: errors of commission and errors of omission. An error of commission involves doing...

If you are working on changing the customer experience then stop!

Recently I visited my brother to see how his car business is doing. In the process we got talking and he shared a...

What you can learn from my Santander experience

I urgently needed to move money from one Santander account to another Santander account Last week I needed to withdraw some money from my mortgage...

How to eat the customer experience elephant

Lior Arussy's latest post got me thinking about organisational transformation. How do you transform your organisation to make it deliver on the promises...

Why ‘sales gurus’ and CRM systems can’t increase your sales effectiveness

The other day I read another 'sales guru' offering his sales elixir and have written this post to debunk these elixirs. In the land...

How to engage the female customer and deliver the right experience

This post follows on from the last post: If 80% of spend is driven by women then is it not time we had a...

If 80% of spend is driven by women then is it not time we...

If there is one guiding principle behind the customer-centric philosophy it is simply 'treat different customers differently'. In my Peppers & Rogers days...

Ultimately all the customer-centric talk comes down to this ONE question

When it comes to customer-centricity there is only ONE question If you grapple with the Customer stuff for long enough you get past all the...

“How do I sell customer experience / customer-centricity to the Tops?”

There is one question that I get asked time and again from the Middles (middle management) who buy into customer-centricity or people looking into...

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