Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.
Value (through the customer's eyes) = f (Outcome, Experience) Another way of saying the same thing is to say that if you want to create...
What exactly is the cost of poor service? In the main that question is difficult to answer because conducting experiments in the business world is...
What makes giffgaff special – worth learning from? Some customers love giffgaff so much that they are willing to have giffgaff tattooed on them. ...
I recently viewed the following slide deck (PSFK Future of Retailing Report 2011) and was struck by how the introduction focusses upon the human,...
I believe that you and I are in communication because at some level we have a deep interest in improving the customer experience: doing...
npower is supplies gas and/or electricity to some 6.5 million residential and business customers based in the UK. It is a well know...
Where do I start with my Customer Experience programme? One of the questions that comes up again and again is where do I/we start on...
A high end retailer and a discount retailer offer the same value for money I was reading Marketing Week and the following piece caught my...
Anna: the difference between despair and delight My heart sank when I saw the queue in the bank and I mentally calculated that I could...
How likely is it that your organisation will create/deliver a good customer experience if your people do not have an intuitive grasp of human...
Over at Focus Courtney Sato asked the following question: "What are easy ways for small businesses to (almost) instantly improve the customer experience?"...
I think it is fair to say that there is tremendous pressure on the retail sector. This would suggest to me that the...
Computer simulations suggest that over the long term it pays to co-operate and play 'nice' Research on competition and co-operation based on computer simulations ...
This post concludes the train of thought that I shared in an earlier post – Why culture is the Achilles Heel of your customer...
The future of most customer efforts has already been written: take a look at your culture "I came to see, in my time at IBM,...
Category practice and company policies matter yet they are not enough More than once I have advocated that companies must change category practices and company...
What is the core of the human condition? If you dig down deep enough you might just find that most of us feel...
There are two kinds of errors that you can make: errors of commission and errors of omission. An error of commission involves doing...
Recently I visited my brother to see how his car business is doing. In the process we got talking and he shared a...
I urgently needed to move money from one Santander account to another Santander account Last week I needed to withdraw some money from my mortgage...
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