Maz Iqbal
Maz Iqbal
Independent
Experienced management consultant and customer strategist who has been grappling with 'customer-centric business' since early 1999.
What Does It Take To Generate “Total Customer Satisfaction”?
Let’s assume that you are a member of the leadership team for your organisation. Circumstances are such that you decide that your organisation needs...
What Does It Take To Shift To A Human-to-Human Way Of Doing Business?
I find myself interested and caring for the human. So the following slogan caught my attention: “There is no more b2b or b2c: It’s...
Is The Way We Are Going About Customer Acquisition and Retention Dead Wrong?
There is no question that acquiring and retaining customers is vital to every company, but it’s the way companies are going about it that’s...
Mazism 2: It Comes Down To People And Relationships!
This conversation follows on from an earlier conversation: Mazism 1: There Is Always A Price, It Is Always Paid. What lies at the source...
What Kind Of Communicating Generates An Uplifting Customer Experience?
The Interplay Between Communicating & Relating The relating that occurs between human beings is a function of the communicating that is occurring between these human...
How To Work With The Personal Challenges Of Leadership
In dynamic-turbulent times positions of authority require those who fill these positions to exercise leadership: to stand for a sense of purpose, to articulate...
What Does It Take To Access And Hear The Richness Of The Voice Of The Customer?
I invite you to take a zen like look into the whole ‘voice of the customer’ thing. By ‘voice of the customer’ I mean...
What Is The Access To Calling Forth The Best From Your People and Cultivating Authentic Customer Loyalty?
In the realm of business, first and foremost, I show up (for myself) and travel as a philosopher-strategist. One of the central concerns in...
The Beauty Of Apple
I wonder if you have noticed something about the world of business? You may have not noticed it as this feature of business life...
Can You Improve The Customer Experience Without Spending A Fortune On Information Technology?
Does Customer Experience require information technology? Allow me to rephrase this question, is it necessary to purchase-configure-operate an arsenal of information technologies to improve...
Customer Relationships: Does It Pay To Tell The Truth?
In amidst all the talk of the importance of a customer-centric culture, customer obsession, building customer relationships and improving the customer experience I find...
On Culture Change, Leadership and Change Management
CRM, Customer Experience, and Digital Business Require Culture Change What I notice is that in order for an organisation to be effective in the games...
Most Important Post I Have Written This Year: What Does It Really Take To Know Your Customers?
This is long conversation and likely to be of interest to those of you who have experienced the limitations of knowledge as it is...
What Is The Price Of Customer Loyalty And Who Pays It?
I say that there is a ‘price’ attached to everything and it is always paid. What is open to influence is ‘who’ pays the...
Will Big Data And Analytics Deliver The Promised Land?
What do B2B technology vendors sell? No, it is not the technology. Think again, what do B2B technology vendors sell? They sell dreams that speak...
How To Succeed In The Game Of Experience Design? The Six Essentials Courtesy of Amanda Burden
This is a long post. You will only get value out of it if you find yourself genuinely interested in human beings and experience...
Why Have CRM, 1:1 Marketing, and Customer Experience Failed?
I am clear that CRM, 1:1 Marketing and Customer Experience have failed to deliver on the promises made by professors/academics, authors/gurus, consultants and technology...
If You Can’t Prove The ROI Of Your Customer Experience Effort Then Consider This Option
Where is Customer Experience Management At? What are the highlights of the Harvard Business Review Analytic Services study: Lessons from the Leading Edge of Customer...
Mazism 1: There Is Always A Price, It Is Always Paid!
The physical world in which we live is unforgiving Which is to say that it works as it works, and pays no heeds to our...
Looking Under The Hood Of Customer And Employee Engagement
A Skeptical Look Under The Hood Of Customer Engagement? Why is Customer Engagement so fashionable? Is that because Tops, Middles, and Marketers have found Jesus...