Maz Iqbal
Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.
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...
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…
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....