Maz Iqbal

NOVEMBER 13, 2014

All three did the background checks on me, verified me as sound credit risk, approved me as customers and gave me a credit limit. Two of them, at the end of the process, invited-encouraged me to setup an online account with them so that I could manage my account online. Thanks for listening.

Customer Experience 92

Customer Experience Case Study Banking Customer Philosophy 92

Maz Iqbal

OCTOBER 16, 2014

Or flip it and ask yourself who loses out if power moves from head office to the operations, from managers to the people who actually deal with customers? Managers at all levels of the organisation. It means treating employees as human beings rather than resources which come in the troublesome form of human being.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Maz Iqbal

MARCH 24, 2017

This is often seen as a problem – a problem of generating demand to drive sales, and a problem of inventory management. 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".

Sales 48

Sales Customers Management Case Study 48