Maz Iqbal
Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.
Want my loyalty? Then answer this one question
"I need to feel strongly, to love and to admire, just as desperately as I need to breathe." Jean-Dominique Bauby My fascination is us –...
Reflections on customer loyalty and customer satisfaction: not the usual perspective
So much talk, so much confusion – round and round we go Round and round we keep going writing about, talking about, customer satisfaction and...
Customer Experience: how are ‘robots’ going to cultivate feelings that generate memorable customer experiences?
So much talk about Customer Experience – seems like everyone gets the importance of Customer Experience and many businesses are busy designing, improving, orchestrating...
A brief (personal) point of view on the state of customer-centricity
Is it possible for a man/woman to have a lot of wealth and do lots of stuff that generates wealth and yet for that...
Customer Experience: what you need to get to make a success of your CX initiatives
What Forrester has to say on CX in 2012 I have been reading Forrester's 2012 Customer Experience predictions. Forrester is making three predictions:...
What is the most potent way of creating an unforgettable customer experience? Sandy Carrannante shows the way
PwC has a point of view on how to go about generating customer loyalty I have been reading an article by PwC titled "The...
Integrity’, leadership, communication and performance: the most valuable post you will read this year?
This post is associated with and follows on from the previous post: Want a breakthrough in customer-centricity in 2012? Start with 'Integrity'. ...
Want a breakthrough in customer-centricity? CARE, deeply
In the West we are taken with that which is visible (the surface phenomena that can be detected and measured) that we lose sight...
Want a breakthrough in customer-centricity in 2012? Start with ‘Integrity’
First put in place a sound foundation If you want to make through in being customer-centric in 2012 then forget strategy, forget process redesign, forget...
Awesome people deliver awesome experiences: 3 tales of customer experience delight and a Christmas message
Panic – where is my medicine? I have been diagnosed with an underactive thyroid. That means that I start my day by popping a...
Ultimately it is all about people, relationships and experiences
As we are heading into Christmas I want to share some thoughts with can help each of us to cultivate better relationships with people...
Customer loyalty: disgust, elevation and the categorical imperative
CRM has failed to deliver customer loyalty, is Social CRM headed the same way? In Bob Thompson's latest post he asserts that CRM failed...
Brand Experience: highlights from the 2011 Best Experience Brands Global Study
I have read the Best Experience Brands report published by Jack Morton Worldwide and want to share the highlights with you. For the...
Marketing and Customer Experience: the value of tapping into diverse sources of ‘insight’
The world is messy and we are creatures that like to fit the world into boxes. Why? Because one we have put...
Service Providers: why trust matters and what you can do to cultivate it (Part I)
Thomas Cook – one of the big brand name UK based travel companies – has seen it share price drop by 85% to 10p...
Service Providers: why trust matters and what you can do to cultivate it (Part II)
In the previous post I set out the importance of trust especially for services businesses like travel, insurance, banking, media, telecommunications. In...
Customer Experience: 6 lessons from personal experience
The Post Office: the personal touch makes a huge difference My son is an eager eBay trader and had a large bunch of parcels to...
Customer-Centricity: how to become customer-centric in one easy step
If you listen to the pundits then customer-centricity involves a complete transformation of your business Reading the mountain of ink that has been written on...
Customer Experience: what matters most to customers?
Customers are demanding greater product quality in tough times In my last post I set out the key organisational attributes and barriers that organisations face...
Highlights From The 2011 Multichannel Customer Experience Report
Back in June/July Econsultancy and Foviance carried out an online survey on the multichannel customer experience and published this as a report. The...