Maz Iqbal
Customer Experience (Pensions) Fail at Aviva
My customer experience online via MyAviva as an Aviva customer used to be great. I would have given it a 10/10. In fact, it was one of key factors in moving my pension over from Prudential. The other fact? By making the move I cut…
What does it take to be a customer-centric enterprise?
What is it to be a customer-centric enterprise? When I started my journey in the land of customer-centricity (2000), the answer to this question, according to the leading theorists and proponents, was this: an enterprise that organises itself by cus...
Are You Using Digital Technologies to Improve or Degrade The Customer Experience?
Digital technologies can be used to improve the Customer Experience. For example, by: -Enabling the customer to do more more for him/herself e.g. check/update account information, find relevant information, set-up alerts, set-up event triggered t...
Hall of Shame: SwissAir -The Service Sucks!!
Ever since I moved to Switzerland some 16 months ago, I have chosen to fly SwissAir rather than BA. Why? Because I found the travelling experience to be better with SwissAir. However, now – today – I am so so minded to switch to any…
Customer Experience Lessons From The Cafe Hotel Greinwald
You travel on business and your expenses are covered such that you can choose to stay at a 5* hotel (with swimming pools, jacuzzi, sauna, various bars, three restaurants, fantastic lawns outside) or a family owned/run restaurant that is less than...
Customer Experience Lessons From Leitner’s Hotel Garni
What is the driving force (as in motivation) for much of that which occurs under the Customer Experience label in many a corporate enterprise? My experience suggests it is some combination of fear and greed: fear of losing out and greed for higher reve...
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…
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.…
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, let me ask that question in a more precise way: when the customer interacts with you/your organisation, through any touchpoint...
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 weeks. How so? I ran into a problem and had to reach out to Apple Support to get that problem...
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 you through my experience. Good Experience: Buying Online I placed the order for a Windows laptop with AO.com as my wife…
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 the Bottoms – those on the front line. Something interesting happens when I ask the speaker what s/he means by,...
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, I have come across personas, customer journeys, voice of the customer surveys, design thinking, service design, process mapping…. Yes, I...
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 he is OK or if he has forgotten. Neither of these thoughts occurs as a pleasant experience. Then I hear...