Maz Iqbal

B2B: 6 guidelines for great customer service and fruitful relationships

What does it take to deliver good customer service in B2B? A little while back I wrote the following post: Do you care about your...

Why companies are struggling (and will continue to struggle) in cultivating customer loyalty

Only 17% of companies scored 'strong' or 'very strong' on customer loyalty I read the following post - 'Customer loyalty – does anyone care? and...

Why you have to meet and exceed customer expectations

It is important to communicate and set expectations correctly to avoid disappointment Cheryl Hanna wrote an interesting post titled "The Art of Meeting Customer Expectations"...

Are you delivering a P.L.E.A.S.A.N.T customer experience?

The receptionist at my local physio clinic failed to deliver a P.L.E.A.S.A.N.T experience Recently, I became a customer of a local physiotherapy and chiropractic clinic....

Are you using the right lens to design the customer experience?

How do you view your business, your industry? One of the most useful posts I have come across recently is one by Mark Hurst at...

Want me as your customer? Show me love.

Lyn Hunsaker and a particular song got me thinking I read this opening line – ""How did we make you feel? That's what really matters."-...

Do you care about your customers? Suzanne from Sky does and that I why...

Background BSkyB is the dominant pay TV company in the UK and is more commonly known simply as Sky. Over the recent years Sky...

A great example of using Relationship Marketing to deliver a memorable customer experience

On relationship marketing About ten years ago relationship marketing was in vogue. Marketing departments were abuzz with the talk and the promise of relationship...

Does marketing deserve a seat at the Customer Experience and Customer Centricity tables?

I believe that the marketing function has a valuable role to play in customer experience and customer-centricity In the Customer Experience and Customer Centricity communities...

Why you should not confuse ‘personalisation’ with ‘personal’

There is value in personalisation By personalising content on websites you provide me with content that is likely to be relevent to me. And...

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