Maz Iqbal
Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.
How Does Your Organisation Talk Customer Experience? And What Does This Tell You?
For those who have a certain kind of listening to language, language in its speaking says much. Take the English for example. You ask...
Revisiting Strategy: Does Effective Strategy Involve More Than Strategy?
Is Strategy Purely An Exercising In Thinking? Is strategy an analytical exercise where one collects useful data, crunches this data, finds where the opportunities lie,...
What Is The Access to Transformation And Authentic Customer-Centricity?
What Is Transformation? For the purposes of this conversation, when I speak ‘transformation’ I am pointing at a radical shift in one’s way of being...
Tales of Customer Experience: The Good, The Bad, And The Ugly?
giffgaff: Wow! What A Delightful Experience. Youngest, daughter, has ‘lost’ her mobile phone. So she logged me into her giffgaff account on the website. I...
Which Customer Experience Path Is Your Organisation Travelling? Is It The Right One?
What Customer Experience Paths Are Organisations Taking? It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. What might...
Leadership: The Practice of Granting an A
What way of showing up and travelling lies at the heart of human-centred leadership? This is the question that I...
What Is The Access To Innovation Including CX Innovation?
Some time ago I found myself in a workshop listening to and observing that which was occurring. As time flowed onwards and my existence...
Customer & Leadership: Is There A Formula / Recipe For Success?
I wish to acknowledge members of the ‘methodology police’, whom I met recently, for being the source of this conversation. Please note that for...
2014 State of Customer Experience: Who Are UK’s Leaders And What Can We Learn From Them? (Part 4)
Today’s conversation completes this four part series (part 1, part 2, part 3) centred on Nunwood‘s 2014 UK Analysis report. In this conversation I...
2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 3)
This conversation continues on from where the earlier one ended. As promised, I have been looking at what Nunwood has to say about certain...
Can Human-Centred Leadership Provide An Access To Love And Profit?
“I remember how one day a foreman secretly gave me a piece of bread which I knew he must have saved from his breakfast...
2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 2)
In this post I continue the conversation I started in the last post. The focus of this conversation is the customer experience themes that...
2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 1)
Yesterday, I received one of the few publications I find worth reading. Which publication? The 2014 UK Analysis put together by Nunwood‘s Customer Experience...
Why I Prefer Not To Do Business With Customer-Centric Businesses
Why is it that I prefer not to business with a customer-centric business? Allow me to share my answer by referring to the UK...
Why Do Tops Struggle With Customer Experience & Employee Engagement?
On Tops And Their Struggle With Customer Experience and Employee Engagement Have you noticed that the folks who occupy the seats of power (‘Tops’) in...
Why Is It That So Many Who Sell Are So Ineffective At Selling?
Are you looking for a definitive answer to sales ineffectiveness? The kind that identifies the ‘top 10 reasons’ and then recommends great sounding actions....
How To Cause Customer-Centricity By Shaping The Work Context (Part 3 of 3)
This conversation follows on from where the previous conversation left off. Specifically, I intend to share with you the theory behind the shaping the...
How To Cause Customer-Centricity By Shaping The Work Context (Part 2 of 3)
Recap: Where We Are At If you took part in the previous conversation you will have a good grasp of the work context that led to...
How To Cause Customer-Centricity By Shaping The Work Context (Part 1 of 3)
The Challenge Imagine that you are the CEO of InterLodge. You face a big problem: your share price has been falling for some time. You...
How Not To Go About Effecting Behavioural Change And Moving Towards Customer-Centricity
Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which...