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

DECEMBER 30, 2014

Filed under: CRM , Customer Insight (inc VoC) , Customer Philosophy , Customer Service , Leadership / Change / Transformation Tagged: art of being and becoming , cause , customer centricity , leadership , organisational change , path to greatness , personal change , Possibility.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

ProProfs Chat

MARCH 26, 2020

The second approach makes the customer feel valued and, thus, is a great way to pave your way into ensuring customer loyalty. With the above examples, it is clear that having a customer philosophy is essential in building a bond for life with your customers. . So, how do you create a good customer philosophy? .

Customer Service 52

Customer Service Self Service Customer Philosophy Guidelines 52

transcosmos Information Systems

MAY 18, 2015

The skills can be trained and enhanced, but the attitude of service must be innate in the individual to provide customers with genuine care and pleasant experience. When you have a workforce that lives and breathes “customer first” qualities, the culture will ultimately manifest in every interaction they will have with customers.

Culture 48

Culture Company Customer Experience Customer Philosophy 48

Education Services Group

JUNE 21, 2018

Interview customers, analyze data from your systems, and gather analytics on web traffic, and more. Move from reactive to proactive: Changing your core customer philosophy from reactive to proactive is the biggest obstacle your company will face. Gather external research that’s relevant to your market.

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

Maz Iqbal

JANUARY 8, 2015

Why seek to convert those whose very being is not in line with the Customer philosophy? Why suffer?

ROI 48

ROI Employee Engagement Leadership Loyalty 48

Maz Iqbal

MARCH 18, 2018

On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means. Colleague: Which big company, as in the kind of company … Continue reading "Dialogue on CRM, Customer Experience, and Customer-Centricity". Yet, there is little to show for it.

Customer Centricity 54

Customer Centricity CRM Customer Journeys Customer Experience 54

Maz Iqbal

NOVEMBER 28, 2017

Customer Obsession Is Fashionable I hear more and more Middles & Tops mention the importance/need for customer obsession. Something interesting happens when I ask the speaker what s/he means by, is pointing at, when s/he speaks of customer obsession. Silence … Continue reading "On Customer Obsession".

Fashion 48

Fashion Customers Customer Philosophy Customer Focused 48

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

AUGUST 26, 2016

The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. Let’s recap Part I of this conversation. Because they are fundamentally and inherently interconnected.

Customer Retention 54

Customer Retention Loyalty Customers Customer Philosophy 54

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

Maz Iqbal

AUGUST 26, 2016

The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. Let’s recap Part I of this conversation. Because they are fundamentally and inherently interconnected.

Customer Retention 48

Customer Retention Loyalty Customers Customer Philosophy 48

Maz Iqbal

APRIL 23, 2016

In this book Richard set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction. I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge.

Connections 48

Connections Customers Interaction Customer Philosophy 48

Maz Iqbal

APRIL 23, 2016

In this book Richard set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction. I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge.

Connections 48

Connections Customers Interaction Customer Philosophy 48

Maz Iqbal

FEBRUARY 21, 2016

I experience, you experience, s/he experience, they experience, we experience. That is what is so. Yet how deeply are you (and me) conscious of the quality (or the lack of it) of the experiencing that is occurring? Further, where does the quality of experience sit on the business priority ladder?

Customer Philosophy 48

Customer Philosophy Leadership Customer Experience Customers 48

Maz Iqbal

JULY 8, 2015

What Is The Central Challenge Of Building Meaningful & Profitable Relationships With Customers? Is it about coming up with new products and services that attract customers like bright lights attract moths at night-time? Is this challenge about opening up 24/7 access to your business through any and all channels?

Customers 48

Customers Customer Philosophy CRM Customer relationships 48

Maz Iqbal

JANUARY 17, 2016

Looking beyond the doublespeak of customer-centricity, customer engagement, customer love to see what is truly there.

Customer Centricity 48

Customer Centricity Customer Engagement Customers Engagement 48