Maz Iqbal
Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.
How to increase (online) sales by focusing on the customer experience
Let me share an interesting experience with you Last week I got fed up of lugging a heavy backpack around whilst travelling on business –...
How to deal with the ROI obstacles to Customer Experience innovation
Innovation, flops and experimentation To understand how ROI prevents innovation from flowering you need to understand innovation. When we try something new and it...
How much do you really know about your customers? 5 areas to look into
How much do you really know about your customers? If you are going to create superior value for your customers through the Value Proposition and...
How to cultivate strong customer relationships: focus on the “sliding door” moments and ATTUNE
Don and Martha say practice the Golden Rule In their latest post – "Empathy, Self-Interest and Economics" – Don Peppers and Martha Rogers spell out...
Customer Experience: what is in unlimited demand yet in limited supply in the modern world?
The Customer Value Equation My approach to the Customer is fundamentally one of creating superior value for the Customer. In an earlier post I...
The one difference that makes all the difference
The C-level doesn't get it In a recent post Jeannie Walters she highlighted the 4 challenges facing customer experience practitioners. Which challenge is first...
Why big data and analytics will not make you the next Apple
Are 'big data' and 'analytics' the latest fads? In my view there is a little too much hype around 'big data' and the power...
The importance of the 3V’s to customer-based strategy
How do you go about developing a customer-based strategy? If you are a strategist you will have come across all kinds of frameworks including: 5...
Improving the customer experience: which approach, which levers to use?
Need to improve the customer experience? Sometimes a real world example of poor customer experience comes along that allows you to explore real world challenges...
Howard Schultz/Starbucks: 18 insights and lessons from a customer experience master
It is worth learning from the masters You may have noticed that I am an avid student of all things customer. Over the last...
Reflection on society and the state of the patient experience
How do we treat the old and vulnerable in our hospitals? To me, the mark of any civilisation is how we as a society treat...
Steve Jobs: it’s not about the money and it’s not about the technology
"The Co-operative Group has launched the biggest piece of consumer insight research it has ever done to develop a stronger brand message across all...
Why aren’t marketers using personalised video to improve the customer experience and generate engagement?
In Colin Shaw's latest (insightful) post he provided a link to the following video: If you watch the video you will see a profound change...
eBay: biassed, incompetent, indifferent — or all three?
Fairness and a transparent, responsive, timely process for getting justice matter to us There are a number of situations, events, processes that are guaranteed to...
Why do only a handful of companies excel at cultivating customer loyalty?
The story state of Customer Experience Dave Brocks latest post (selling disguised as relationship management) and Beyond Philosophy's Global Customer Experience Management Survey (2011) which...
How to excel at Customer Experience and customer-centricity: 3 tips
Shift your perspective, embrace being wrong and practice radical empathy Businesses can cut costs, keep more customers and win new customers (through word of mouth/mouse)...
Brand values and the customer experience – a perfect match?
There is value in marketing, advertising and brand values Unlike many, I totally get the value of great marketing and advertising: it activates the Elephant...
The missing piece of the customer experience puzzle
What is the missing piece of the Customer Experience puzzle? Is it customer service? Hardly, it seems that it is rather old-fashioned to say...
Why large companies cannot cultivate customer intimacy and customer relationship theory is misguided
How easy is it to large corporations to cultivate customer intimacy? You can argue intimacy leads to loyalty and you can also argue that loyalty...
How the AA excels at delivering the perfect service experience – 11 lessons (Part II)
This post completes the conversation that I started in Part I of this post which you can find here. 11 lessons for crafting a perfect...