Maz Iqbal
Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.
What Can The Hotel Industry Learn From Homelands B&B?
During November, whilst on business, I stayed at Homelands Bed & Breakfast and thoroughly enjoyed my experience. It was so good that staying at...
On Customer Experience, Brand Values, and a “Sense of Honour”
Let’s start today’s conversation with the following passage: By strategy, Bourdieu… does not mean conscious choice or rational calculation. The strategies employed by the Kabyle...
Experience Engineering: How Do You Engineer Authentic Humanity Into The Customer Experience?
I have been working in Cheltenham for a few weeks now. I like, really like, the folks (at the client) that I find myself...
Latest Musings on Customer Experience, Digital Transformation, and Agile
It’s been a while – quite a while since the last conversation. During this period I have experienced that which I have experienced and...
State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1)
It’s the time of the year where I share my take on the latest CX research published by Nunwood. Worth pointing out that Nunwood...
Customer Experience: Beware The Data Trap
Data. It is being made out to be sexy – really sexy. Many folks even think that collecting mountains of data and stuffing it...
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…
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...