Maz Iqbal

DECEMBER 22, 2014

Servicing customers in a smart manner – by using the right combination (digital, telephone) of customer service channels. Now, let’s turn our attention to caring for the customer. Let’s start with the basic question, who (specifically) cares for the customer?

Leadership 103

Leadership Customer Philosophy Employee Engagement Loyalty 103

Maz Iqbal

DECEMBER 30, 2014

Or the customer journey mapping? IVR) have they taken you to the heights of sales effectiveness and/or customer service delight? Let’s not forget the VoC feedback- has that unlocked the door to customer loyalty riches? What about your investments in CRM systems and other technologies (e.g.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

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

JULY 30, 2014

Filed under: CRM , Culture , Customer Experience , Customer Philosophy , Leadership / Change / Transformation , Uncategorized Tagged: CRM , customer experience , customer service , human to human , quality , strategy.

Customer Philosophy 91

Customer Philosophy CRM Leadership B2C 91

Maz Iqbal

JULY 28, 2014

So if you want to see your customers, really look at them. Susan Scott, Fierce Leadership. If insanity is doing the same stuff over and over and expecting a different result then it occurs to me that many of us who are working on the Customer stuff can be labelled insane.

Customer Philosophy 92

Customer Philosophy CRM Customer Centricity Customer Retention 92

transcosmos Information Systems

MAY 18, 2015

Creating a positive customer experience goes beyond one company’s method of customer service. The manifestation of a remarkable customer experience is ingrained in the company’s culture. It is the atmosphere where your customer service team works in. Philosophy .

Culture 48

Culture Company Customer Experience Customer Philosophy 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