Customer Engagement, Customer Experience, Customer Philosophy and Customer relationships

Is The Way We Are Going About Customer Acquisition and Retention Dead Wrong?

Maz Iqbal

JULY 28, 2014

While an automated phone system may improve an organisation’s operational efficiencies, it rarely improves the customer experience. In light of the Comcast call that went viral I invite you to listen to these wise words (bolding is my work).

Customer Philosophy

Customer Philosophy CRM Customer Centricity Customer Retention

If You Are Struggling In Calculating ROI And Getting Buy-In To Your CX Initiative

Maz Iqbal

JANUARY 8, 2015

There is no one who, in such a moment, would not experience a feeling of alarm and empathy. If you are with me so far then it occurs to me that you have gotten insight into why it is that so few organisations cultivate genuine-meaningful-enduring loyalty between themselves and their customers and vice versa. Why suffer?

ROI

ROI Employee Engagement Leadership Loyalty

Customer Experience Update

Is The Way We Are Going About Customer Acquisition and Retention Dead Wrong?

If You Are Struggling In Calculating ROI And Getting Buy-In To Your CX Initiative

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