Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.
Lior Arussy's latest post got me thinking about organisational transformation. How do you transform your organisation to make it deliver on the promises...
The other day I read another 'sales guru' offering his sales elixir and have written this post to debunk these elixirs. In the land...
This post follows on from the last post: If 80% of spend is driven by women then is it not time we had a...
If there is one guiding principle behind the customer-centric philosophy it is simply 'treat different customers differently'. In my Peppers & Rogers days...
When it comes to customer-centricity there is only ONE question If you grapple with the Customer stuff for long enough you get past all the...
There is one question that I get asked time and again from the Middles (middle management) who buy into customer-centricity or people looking into...
I hear a lot of talk and see a lot of confusion around 'customer experience'. Having taken a closer look I have...
I have been an Orange customer for many years and have several usable phones lying around. This week I decided to let my...
Forrester says we live in 'the Age of the Customer' Yesterday I came across this post by Josh Bernoff (Forrester) where he states that we...
Some organisations are turning to mystery shopping to get an insight into the customer experience, the performance of their front line staff and what...
Customer engagement is the new buzzword. Whenever a new buzzword shows up it suggests that either we have 'old wine in a new...
There is lots of talk about 'customer insight' rightly so because 'customer insight' is the foundation for creating value. So let's take a...
So how are organisations getting on with being customer-centric? When your brush past all the evangelising, the talk and the spin you are confronted with...
I came across this post by Becky Carroll and it got me thinking and I'd like to share that thinking with you. This...
I read this from Steve West on LinkedIn and feel compelled to share it with you because it provides great insight in few words: "The...
I have an issue with the VoC thing Many large companies are busy tapping into the VoC. In principle this is a great thing...
I have been a loyal customer of the RAC for over 16 years In the UK the two main car breakdown companies are the RAC...
Better World Books is a customer-centred company We like customer-centric companies because they leave us feeling good. And also because the kind of behaviour...
There are countless articles and viewpoints on what constitutes customer-centricity. I find most of the published viewpoints simplistic, confusing, contradictory, lopsided or simply self-serving....
Minimising risk by buying through Amazon A week ago I bit the bullet and started to look for a used (second-hand) desktop PC. ...