Want to prosper in the ‘age of the customer’? Here’s the formula you’ve been looking for


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Some of the people who listen to my speaking have been kind enough to tell me that my posts are too long and can be hard to get. OK, I get where you are coming from. Here is a post for those of us who like the short sharp Seth Godin type post.

What is the formula for business success?

“He who does the best job of creating and communicating the most VALUE for the customer wins.” maz iqbal

What has changed in the ‘age of the customer’?

“The Customer Experience is now a critical component of creating and communicating value.” maz iqbal

What is the ONE thing that matters and which is not being addressed?

The human touch – genuine caring for the customer as a fellow human being first and a wallet second is missing. Customers prefer to do business with those that ooze Warmth and demonstrate Competence. Competence is necessary yet not enough.” maz iqbal

What is the hallmark of customer-centricity as seen through the customer’s eyes?

..if it ever comes to a choice between what is right for the company and what is right for the customer you will always choose and put the customer first.” Prof. M. Sawhney

Republished with author's permission from original post.

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


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