Maz Iqbal

What’s The Real Challenge That Lies At The Heart Of Customer Experience?

Monday 14th Jan19: My Story, My Experience It’s Monday 14th January 2019. It’s the day I am due to meet up with ‘my’ NHS oncologist to learn whether I continue to be cancer free, or if cancer has returned.  So its an important day for me.  I ...

Customer Experience: Is Amazon Going Downhill?

Summing up these experiences what has Amazon achieved? Turn me from a happy (even delighted customer in the past) into a dissatisfied customer. Dissatisfied enough to share his experience with the world.

DCX/CRM: Avoiding Failure (4)

This is the fourth and last ‘conversation’ in this series of conversations dealing with implementation. You can find the first three conversations here, here, and here. Wishful Thinking Leads to Failure Especially When Combined With Incompetence, and P...

DCX/CRM: Avoiding Failure (3)

This is the third of a series of ‘conversations’ centered on avoiding failure when it comes to Digital Customer Experience and/or CRM.  The first ‘conversation’ dealt with articulation-understanding-ownership of requirements.  The second ‘con...

DCX/CRM: Avoiding Failure (2)

In the first part of this series, I pointed out that IT centered programmes that involve the term “transformation” tend to be complex and tend towards failure – failure to deliver the desired outcomes to time, to budget, to end-user expectations. ...

DCX/CRM: Avoiding Failure (1)

Information technology centered programmes are prone to failure. This particularly true for the large/complex programmes – in the business world these kinds of programmes have the word “transformation” in them like business transformation, enterprise t...

Dialogue on CRM, Customer Experience, and Customer-Centricity

Colleague: So much money has been spent and continues to be spent. On CRM. On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means.  Yet, there is little to show for it. Me: Seems that way. Coll...

Hall of Fame: Amazon Delights Cultivating Loyalty From This Customer

Amazon claims to be the Earth’s most customer-centric company.  If Amazon were like just about every other company this claim would be just a marketing slogan – deceitful, empty at best. However, Amazon isn’t like just about every other company. &...

What Does a Customer-Centred Orientation Look Like Through The Customer’s Eyes?

Are you customer-centred?  That is a sloppy question as there is no agreement on what is being talked about when talking about customer-centricity.  So,...

Hall of Fame: How Folks At Apple Support Turned Me Into An Apple Advocate!

An Apple Customer Becomes an Advocate Due to Apple Support Until recently I was merely a customer of Apple. That changed over the last two...

Argos Good, AO.com Bad Bad Bad: Why I’ll Never Buy From AO.com Again

I’ll never buy from AO.com and recommend that you do your homework before you do business with this online retailer. Why?  Let me take...

On Customer Obsession

Customer Obsession Is Fashionable I hear more and more Middles & Tops mention the importance/need for customer obsession. It’s often used as an exhortation to...

Time to Hit Refresh on Customer and Employee Experience Design Efforts?

I’ve worked with folks working on improving/transforming the Customer Experience.  I’ve also worked with folks working on improving/transforming the Employee Experience. In the process,...

What Does It Take To Delight This Customer?

Story: The Customer Experiences Sadness & Delight Last week, Friday, it’s 10:00 and I am working from home.  Andy’s not arrived yet.  I’m wondering if...

Meditation on Customer Relationships & Experiences

One might think by now that we would have figured out what makes for great customer relationships & experiences. Ask yourself have we figured...

Make Life Easier By Asking Only One or Two Questions of Your Customers

I find myself living in an age where we take good ideas and squeeze the life out of them through inappropriate implementation. It occurs to...

CX: Using Intelligent Generosity To Cultivate Customer Delight

Certain businesses deal with products that perish or become useless if not used by a certain date/time.  This is often seen as a problem...

Want to Make a Success of Your CRM/CX/Digital Initiative? Listen to Montaigne

I’ve read many times that something like 70% of CRM initiatives fail to deliver the goods?  What about CX. marketing automation, and digital transformation...

On Cultivating Meaningful Connections With Customers or Why Technology Is The Path To The...

What does it take to build a connection between you and your customer?  Forget the talk, look at what businesses are actually doing.  What...

Generating Customer Loyalty Through The Experience Not The Program

First and foremost I thank each and everyone who continues to listen the speaking that occurs on this blog.  A special appreciation for those...

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