Maz Iqbal

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 initiatives? I don’t remember reading any statistics on the success / failure of these. Yet, I have been involved in...

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 are they doing?  On what are the folks spending money and effort? Are they not investing big sums of money on...

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 of you who make the time to add your voice to the conversation by commenting. I wish each of you...

State of Customer: What I Learned During 2016

Some years I find myself working on matters of strategy. Other years I find myself with ‘dirty hands’ working at the coalface – helping organisations build capabilities, and deal with operational challenges in the areas of marketing, sales, service, and CRM.  2016 has been...

Putting The Customer At The Centre of Your Business

Now and then a question comes along that provokes my thinking. Here’s a question that I came across recently expressed in different ways: What does putting the customer at the centre of the business look like? What does it mean to put the customer at…

A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)

Let’s recap Part I of this conversation. The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. Why? Because they are fundamentally and inherently interconnected.  So debates about which comes first (customers, employees, investors) shows...

A ‘Fresh’ Look At Customer Retention and Loyalty (Part I)

It isn’t just Donald Trump that mixes tidbits of fact with much fiction to appeal to those eager to believe. This is also the case when it comes to the business world. Especially so when we get to customer-centricity, customer experience, customer loyalty….. Whilst...

Book Review: The Endangered Customer by Richard. R. Shapiro

I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge.  In this book Richard set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction. In his latest book – The Endangered Customer – Richard...

CX and the Art of Getting & Keeping Customers

The Story: How I Ended Up Moving On From My Favourite Cafe I walked in to my favourite cafe and greeted the fellow behind the counter by his first name. He was so happy to see me that he smiled a huge smile, welcomed me,...

CX: Are You Speaking The Customer’s Language?

The meeting was due to start at 16:00 and the flight I had taken landed at midday.  Four hours to get to Augsburg.  Take a taxi? Expensive and will get me there three hours too early.  Take a train?  Yes – it will force...

Sales Effectiveness: What Does It Take To Make A Sale?

Does sales effectiveness require process – following a particular process in a particular manner?  Perhaps. Does sales effectiveness necessitate using the right technology/tools – say like a CRM system? Perhaps.  Does sales effectiveness require  a deep insight into the customer’s industry / business?  Perhaps. Does sales effectiveness...

Experience Centric Business: A Bridge Too Far For Many?

I experience, you experience, s/he experience, they experience, we experience.  That is what is so.  Yet how deeply are you (and me) conscious of the quality (or the lack of it) of the experiencing that is occurring? Further, where does the quality of experience...

Dancing With Customers: Rodolphe Renwart And The Art Of Hospitality

What is it to be a human being?  There are many answers. I find myself attracted to the answer provided by the philosopher Martin Heidegger.  A human being is necessarily a being-in-the-world.  One of the key characteristics of human worlds is the presence /...

On Technology In Experience Design: The Good, The Bad, The Ugly

Brussels Airport: Human Beings and Technology Complement One Another to Deliver A Good Experience It’s Monday morning, early, as we are about to land at Brussels airport I decide to take the train rather than the taxi.  On landing I look for and follow the...

What Does The Doublespeak of Customer Love Disguise?

In his latest post Andrew Rudin questions the advice of customer experts and provides his take on the language that has come to pervade marketing, sales, service – business in general.  Allow me to share a passage or two from his post: “We’re bombarded with...

How Do Insurance Companies Treat Loyal Customers?

Who Benefits From Customer Loyalty? Back in December 2015 Annette Franz in her post titled So, What Exactly is Customer Loyalty? made the following statement: I had a situation recently that caused me to call on a provider to whom I’ve paid thousands and thousands…

Are Leaders & Management Practices The Key Obstacles To High Performing Organisations?

2015 has been another year where I have found myself at the coalface of organisational change: digital transformation, customer experience, CRM and marketing automation….  What is the key ‘thing’ that has struck me? The ongoing blindness of Tops and Middles, the messiness of effecting any...

What Can The Hotel Industry Learn From Homelands B&B?

During November, whilst on business, I stayed at Homelands Bed & Breakfast and thoroughly enjoyed my experience. It was so good that staying at Homelands occurred as staying at a home away from home.  My experience lived up to the five star rating that...

On Customer Experience, Brand Values, and a “Sense of Honour”

Let’s start today’s conversation with the following passage: By strategy, Bourdieu… does not mean conscious choice or rational calculation. The strategies employed by the Kabyle are not based on conscious, rational calculations but on a “sense of honour” that guides complex manoeuvres of challenge, riposte,...

Experience Engineering: How Do You Engineer Authentic Humanity Into The Customer Experience?

I have been working in Cheltenham for a few weeks now. I like, really like, the folks (at the client) that I find myself working with. It has something to do with their kind of accueil- a word that my French family often use. Let’s...

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