Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.
Caring for existing customers is a new construct for large companies The focus of the largest most successful companies has been on attracting new customers....
Here is what the latest Forrester reports says on loyalty schemes I just read a piece by marketing week that discusses the key findings of...
Yesterday British Banks Gave Up The Fight Against Compensating Their CustomersYesterday the British Banks (HSBC, Barclays, Lloyds, RBOS…) that 'own' the retail banking market...
VoC Customer Experience Vendors Are Doing Well A significant component of Customer Experience improvement is getting access to the voice of the customer. A...
How do you think about Customer Experience? In my view too many people are thinking about Customer Experience tactically. Or put simply: too many...
Theory: marketing communications cultivate loyalty Recently I wrote a post on customer loyalty – Why Companies Are Struggling in Cultivating Loyalty – and one of...
What does it take to deliver good customer service in B2B? A little while back I wrote the following post: Do you care about your...
Only 17% of companies scored 'strong' or 'very strong' on customer loyalty I read the following post - 'Customer loyalty – does anyone care? and...
It is important to communicate and set expectations correctly to avoid disappointment Cheryl Hanna wrote an interesting post titled "The Art of Meeting Customer Expectations"...
The receptionist at my local physio clinic failed to deliver a P.L.E.A.S.A.N.T experience Recently, I became a customer of a local physiotherapy and chiropractic clinic....
How do you view your business, your industry? One of the most useful posts I have come across recently is one by Mark Hurst at...
Lyn Hunsaker and a particular song got me thinking I read this opening line – ""How did we make you feel? That's what really matters."-...
Background BSkyB is the dominant pay TV company in the UK and is more commonly known simply as Sky. Over the recent years Sky...
On relationship marketing About ten years ago relationship marketing was in vogue. Marketing departments were abuzz with the talk and the promise of relationship...
I believe that the marketing function has a valuable role to play in customer experience and customer-centricity In the Customer Experience and Customer Centricity communities...
There is value in personalisation By personalising content on websites you provide me with content that is likely to be relevent to me. And...