Maz Iqbal

Customer Experience: The Road Less Travelled

It has been a while since the last conversation. First, I took time out for a month of holidays. And then in September I...

Customer Experience Through The Eyes Of The Frontline Retail Employee

Perspective. If we are to improve the performance of human worlds (couple, family, neighbourhood, team, department, business, nation…) perspective taking is essential. It occurs...

How Well Does The Behaviour Of Customers Conform To Customer Experience Dogma?

CX Dogma: In Today’s World The Customer Experience Is Critical What do the CX gurus say?  Do they not proclaim the critical importance of Customer...

The Customer Speaks: Customer-Centricity Through The Eyes Of The Customer

I hear you. I hear you say that you (as an organisation) are customer friendly. I hear you say that you (as an organisation) have a...

Erich Fromm On The Central Challenge Of Cultivating Meaningful Relationships With Customers

What Is The Central Challenge Of Building Meaningful & Profitable Relationships With Customers? Is this challenge about opening up 24/7 access to your business through...

Cultivating Goodwill Involves More Than Reducing Customer Effort

Is the access to building meaningful relationships with customers merely a matter of improving the customer’s experience of your organisation by making it easy...

On Zappos, Holocracy, and The Exercise of Leadership

Tony Hsieh Has Opened Himself For Criticism By Embracing Holocracy Let's start this conversation with the following statement by Michael Lowenstein in his recent post...

Leadership Involves Mastery of ‘Initiative Conversations’

Effective Leaders Excel At Initiative Conversations I say that a leader is s/he who brings about a future that wasn't going to happen anyway. I...

What Is The Single Most Critical Factor in CRM / CX / Digital Success?

Recently I was pitching for new work and the question that keeps coming up came up. This question is alway some form of “What...

Competency: The Untapped Lever For Improving the Customer Experience And Cultivating Loyalty?

It took me over nine months to get my eldest son to consult Sandra about his shoulder/back pain. It took only one consultation for...

Does Customer Experience Leadership Require Straight Communication And Fair Business Practices?

Are UK Supermarkets Conning Customers? According to the press, the consumer watchdog Which? has been investigating the UK’s dominant supermarket chains for the last seven...

What Does It Take To Close The Customer Experience Gap?

A few well known brands are renowned on the basis of how their customers experience these brands. Year after year, the situation remains the...

How to Make Sense of the Outstanding Success of Steve Jobs’ Leadership Style?

Are There Are Any Flaws In Today's Hot Theories on Leadership? What does it take to cultivate strong relationships with the folks that you find...

CX 2015: Where Does The UK Stand In Relation To The USA?

Some folks at Nunwood (CX research and consulting company) have been kind enough to email over their latest report: Have A Nicer Day, Learning...

What’s The Difference Between UX and CX At An Experiential Level?

Is there a difference between UX and CX? Yes. What is the difference between UX and CX? Allow me to answer this question by sharing...

Customer Experience: A Tale Of Two Service Providers – One Public, One Private

The Technology Exists to Transform the Customer Experience In his latest post Don Peppers shares his experience of attending the Mobile World Congress in Barcelona. Given...

Solving The Insoluble Problem of Employee Engagement and Customer Loyalty

Allow me to start this conversation by sharing with you one of my favourite stories (of wisdom). Dividing Camels There was once a Sufi who...

How To Think Productively About Customer Experience?

A little while back Bob Thompson asked this question on the CustomerThink.com site.  Thereafter, this question called forth 60 or so comments from a...

Timpson: Business Success Through Humanistic Leadership

Allow me to introduce you to a little know business gem: Timpson. It is a family business operating 1000+ stores, annual turnover in the...

Customer Experience And Loyalty Starts And Ends With The Product!

Back in 2011 I asked this question: Customer Experience: What About The ‘Product’? And I ended that conversation with the following assertion: The product is not...

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