Maz Iqbal

MARCH 6, 2015

Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social' Today, this organisation (and its leadership) is on my mind again.

Leadership 48

Leadership Case Study Customer Philosophy Customer Centricity 48

Maz Iqbal

OCTOBER 14, 2014

Filed under: Brand , Case Studies , Culture , Customer Experience , Customer Philosophy , Customer Service , Employee Engagement , Leadership / Change / Transformation Tagged: brand promise , customer experience , customer loyalty , customer service , employee engagement , leadership , Nunwood 2014 CX Excellence , value propositions.

Case Study 91

Case Study Customer Philosophy Customer Experience Employee Engagement 91

Maz Iqbal

NOVEMBER 13, 2014

Filed under: Case Studies , Customer Experience , Customer Loyalty , Customer Philosophy , Digital / Ecommerce Tagged: authentic customer-centricity , customer experience , customer experience design , delightful customer experience , digital customer experience , GiffGaff , RAC , Sainsburys Bank , understanding customers.

Customer Experience 92

Customer Experience Case Study Banking Customer Philosophy 92

Maz Iqbal

OCTOBER 16, 2014

Filed under: Brand , Case Studies , Culture , Customer Experience , Customer Philosophy , Employee Engagement , Leadership / Change / Transformation Tagged: Accelerating CX Improvement , customer experience , Four critical dimensions of Customer Experience , leadership , Nunwood 2014 CX Champions , transformational change.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Maz Iqbal

NOVEMBER 12, 2017

Story: The Customer Experiences Sadness & Delight Last week, Friday, it’s 10:00 and I am working from home. Then I hear myself speaking: “It’s Andy, most likely he’s simply running late … Continue reading "What Does It Take To Delight This Customer?". Andy’s not arrived yet.

Customers 48

Customers Customer Experience Case Study Customer Philosophy 48

Maz Iqbal

MARCH 24, 2017

I have yet to see this viewed, by Tops, as an opportunity to delight customers, and … Continue reading "CX: Using Intelligent Generosity To Cultivate Customer Delight". Certain businesses deal with products that perish or become useless if not used by a certain date/time.

Sales 48

Sales Customers Management Case Study 48