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Maz Iqbal

Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.

How the AA excels at delivering the perfect service experience – 11 lessons (Part I)

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 customer service? TalkTalk provides an answer

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...

giffgaff: where customers are ‘members’ who sit at the heart of the organisation

What makes giffgaff special – worth learning from? Some customers love giffgaff so much that they are willing to have giffgaff tattooed on them. ...

The future of retailing: is it really all about technology?

I recently viewed the following slide deck (PSFK Future of Retailing Report 2011) and was struck by how the introduction focusses upon the human,...

Are we, the Customer community, living in the land of make believe?

I believe that you and I are in communication because at some level we have a deep interest in improving the customer experience: doing...

How do you transform customer service? 7 lessons from Undercover Boss: npower

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...

Do you want to improve the customer experience? Wondering where to start? Start here

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 framework to help you to think about and make sense of Customer Experience Management

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...

How to shape customer behaviour and create delight at no extra cost

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...

Can you craft a good customer experience without an intuitive grasp of human nature?

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...

Easy ways for smaller businesses to improve the customer experience

Over at Focus Courtney Sato asked the following question: "What are easy ways for small businesses to (almost) instantly improve the customer experience?"...

9 observations on the retail shopping experience

I think it is fair to say that there is tremendous pressure on the retail sector. This would suggest to me that the...

Can you fake a customer-centric orientation?

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 ...

Why culture is the ‘Achilles Heel’ of your customer experience efforts (Part II)

This post concludes the train of thought that I shared in an earlier post – Why culture is the Achilles Heel of your customer...

Why culture is the Achilles Heel of your customer experience efforts (Part I)

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,...

7 lessons in service design

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...

How to profit by taking on more of your customer’s risks

What is the core of the human condition? If you dig down deep enough you might just find that most of us feel...

What you are failing to do is much more important than what you are doing?

There are two kinds of errors that you can make: errors of commission and errors of omission. An error of commission involves doing...

If you are working on changing the customer experience then stop!

Recently I visited my brother to see how his car business is doing. In the process we got talking and he shared a...

What you can learn from my Santander experience

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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