Maz Iqbal
Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.
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 had a better understanding of...
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...
The four schools of customer experience
I hear a lot of talk and see a lot of confusion around 'customer experience'. Having taken a closer look I have...
The folly of getting customer feedback through automated surveys
I have been an Orange customer for many years and have several usable phones lying around. This week I decided to let my...
Better World Books: the power of engagement through cause and not gimmicks
Forrester says we live in 'the Age of the Customer' Yesterday I came across this post by Josh Bernoff (Forrester) where he states that we...
5 guidelines for getting the most out of your mystery shopping programme
Some organisations are turning to mystery shopping to get an insight into the customer experience, the performance of their front line staff and what...
An inquiry into ‘customer engagement’ – making the abstract concrete
Customer engagement is the new buzzword. Whenever a new buzzword shows up it suggests that either we have 'old wine in a new...
Four interesting and useful perspectives on ‘Customer Insight’:
There is lots of talk about 'customer insight' rightly so because 'customer insight' is the foundation for creating value. So let's take a...
The one experience that lays bare the reality behind the customer talk
So how are organisations getting on with being customer-centric? When your brush past all the evangelising, the talk and the spin you are confronted with...
What is this beast called “customer focussed strategy”?
I came across this post by Becky Carroll and it got me thinking and I'd like to share that thinking with you. This...
Valuable insight from the European Customer Experience World event
I read this from Steve West on LinkedIn and feel compelled to share it with you because it provides great insight in few words: "The...
Why companies are wasting time and money on the Voice of the Customer
I have an issue with the VoC thing Many large companies are busy tapping into the VoC. In principle this is a great thing...
A tale of two car breakdown companies and the six lessons you can learn
I have been a loyal customer of the RAC for over 16 years In the UK the two main car breakdown companies are the RAC...
Better World Books: a great example of hi-touch relationship marketing
Better World Books is a customer-centred company We like customer-centric companies because they leave us feeling good. And also because the kind of behaviour...
The three pillars of customer-centricity
There are countless articles and viewpoints on what constitutes customer-centricity. I find most of the published viewpoints simplistic, confusing, contradictory, lopsided or simply self-serving....
Three lessons to learn from my latest customer experience
Minimising risk by buying through Amazon A week ago I bit the bullet and started to look for a used (second-hand) desktop PC. ...