Maz Iqbal

Strategy And Purpose: Is It Really What You Say It Is?

Let’s say that you want to grasp an organisation’s strategy – say customer strategy or customer experience strategy. By strategy I mean the organisation’s...

What Has Motive Got To Do With Customer Loyalty?

More than once and by more than one ‘customer guru’ I have been accused of bringing moral considerations into an arena where moral considerations...

Unlocking Organisational Magic Through Effective Leadership

Let's imagine that you want to play the sales effectiveness game. What does it take to play this game well - effectively? At...

If You Are Struggling In Calculating ROI And Getting Buy-In To Your CX Initiative

I am in the process of reading Edward Slingerland’s book: Trying Not To Try. The following passage got my attention: Now, imagine a person turning...

Customer Experience Lessons From Amazon UK’s Failures

It is my experience that for the most part and on the whole Amazon UK delivers. It makes it easy for me to find...

Customer / Leadership: What Is The Access To Cultivating Greatness?

It is the time of the year that many are pushing out their predictions for 2015. I am not in that business: I lack...

Customer Experience: Summing Up 2014

I Find Myself Hurt, In Pain, With Sprained Ankle At Paddington Station In an earlier conversation I shared the following: I arrived at Paddington Station and...

Customers-Employees-Leadership: Distinguishing Between ‘Caring About’ And ‘Caring For’- And Why It Matters

Given that I find myself in the week of Christmas, it occurs to me that today is a great time to diving into caring....

Forget Working On The Customer Experience, Focus On Competition

I say that the way to make a significant impact on the quality of the customer experience (as experienced by the customer) is for...

Customer Experience As Idea, Not Methodology Nor Technology

As a thinker, I am struck by how rare original thinking is in the organisational world. As a thinker, I am struck by how...

Invaluable Customer-Centricity Lessons From Tesco

Tesco: The Darling of Customer Marketing Guru’s Issues Its Fifth Profit Warning Tesco continues to struggle. According to this piece from the Guardian newspaper, Tesco...

What Way Of Being Creates Access To Effectiveness In The Exercise Of Change Leadership?

Looking back, I see that I have been involved in drama of organisational change since the days I did corporate recovery work as a...

How Does Your Organisation Talk Customer Experience? And What Does This Tell You?

For those who have a certain kind of listening to language, language in its speaking says much. Take the English for example. You ask...

What is the Access To and Source of Mastery in the Exercise of Leadership?

It is the month for celebrating Christmas. For me, a time to think of those who contribute to my existence, and give my thanks....

How Does Your Organisation Talk Customer Experience? And What Does This Tell You?

For those who have a certain kind of listening to language, language in its speaking says much. Take the English for example. You ask...

Revisiting Strategy: Does Effective Strategy Involve More Than Strategy?

Is Strategy Purely An Exercising In Thinking? Is strategy an analytical exercise where one collects useful data, crunches this data, finds where the opportunities lie,...

What Is The Access to Transformation And Authentic Customer-Centricity?

What Is Transformation? For the purposes of this conversation, when I speak ‘transformation’ I am pointing at a radical shift in one’s way of being...

Tales of Customer Experience: The Good, The Bad, And The Ugly?

giffgaff: Wow! What A Delightful Experience. Youngest, daughter, has ‘lost’ her mobile phone. So she logged me into her giffgaff account on the website. I...

Which Customer Experience Path Is Your Organisation Travelling? Is It The Right One?

What Customer Experience Paths Are Organisations Taking? It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. What might...

Leadership: The Practice of Granting an A

What way of showing up and travelling lies at the heart of human-centred leadership? This is the question that I...

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