Maz Iqbal
Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.
Apple: a practical human inquiry into service, customer experience and customer-centricity
Is Apple customer-centric? I notice that I and You often talk about and collapse customer service, customer experience, customer loyalty and customer-centricity. Should we?...
Want to grow your business? Build a Roadmap to Revenue – sell the way that customers buy!
Why are you focussing on the Customer Experience? Isn't the answer something like: turn more of the people who have a need for and/or an…
Barclays Bank: what are the customer experience folks up to? (part II)
I reached out to Barclays to set up a business bank account. I chose Barclays because they promised to allow me to sign...
The wisest words you will ever read on leadership and organisational change?
Making the transition to customer-centricity involves 'change' Once the euphoria of being a customer-centric organisation has worn off you have to get to grips with...
Corephone: a great example of the service ethos, customer experience and customer centricity! (Part I)
If your smartphone or iPad needs fixing then contact Spencer at corePhone It is rare that I come across a person, a company, a business...
Barclays Bank: what are the customer experience folks up to?
Barclays Bank: I sign up for business banking online I had made the decision to move my business bank account so I did some research...
Are we asking too much of marketers and the Marketing function?
The implications for Marketing when the company|customer 'relationship' is viewed through SD Logic I have been reading this deck that has been posted on Slideshare...
Customer Experience Design: it’s not about the process it’s about the human being
The problem with Customer Experience is the Designers Is the engineering / six sigma way of thinking and approaching the business world the right one...
Marc Pritchard (P+G’s global marketing chief) has an interesting and inspiring view on the future of marketing and brand...
I get present to the reality of marketing and I find myself disappointed Last night I had the privilege of participating in a CMO dinner...
Social Customer / Social CRM / Social Business: snake oil or great medicine? (Part III)
This post is the third post of this series. In the first post I explored 'the social customer' and provided my point of...
giffgaff: what impact will the 8 hour service interrruption have on brand reputation and customer loyalty?
The giffgaff network: 8 hour service outage Last Friday (16th) the giffgaff network went down and it stayed down for 8 hours. It is...
Customer-Centricity: let’s wake up and address the real issue!
Our relationship to reality: the therapist and the patient Allow me to tell you a story, I promise that you will enjoy it. ...
What we can learn from the IBM 2011 CMO study (Part 1): think social transformation
We are talking about social transformation I assert that we are taking part in the wrong conversation: customer-centricity. Yes, customer-centricity matters and it is...
The customer loyalty riddle (Part III): life is an echo
This post completes, for the time being, the short series of post on customer loyalty. If you have not done so then you...
CX / UX: why one etailer won a
Exec summary: the nugget to chew on Make it easy for potential buyers to buy from you. How? Take the time to...
Social Customer / Social CRM / Social Business: snake oil or great medicine? (Part II)
In this (second) post I want to move on and tackle 'social CRM'. Before I do that I wish to recap my thinking...
Customer-Centricity: what does it take to make the transition to a customer-centric business?
What is our defining feature, our magnificence? We are awesome. We, individually as an organism and collectively as a species, are best signified as...
Social Customer / Social CRM / Social Business: snake oil or great medicine? (Part I)
Recently I have been thinking about and diving into 'social' and that includes reading David Weissman's book 'A Social Ontology'. It is not...
Europe: what does EY’s VoC survey tell us about the needs/behaviour of non-life insurance customers? (Part I)
A week ago I summarised my take on the Global findings from Ernst & Young's "Voice of the Customer, Time for Insurers to Rethink...
The customer loyalty paradox (Part II): what we can learn from Richard Shapiro and The Welcomer Edge
Lets take a brief look at Tesco: why data driven marketing and product management is not enough Tesco has been heralded by the marketing and...