Maz Iqbal

OCTOBER 14, 2014

As promised, I have been looking at what Nunwood has to say about certain brands. And find myself in a position to share with you the table that I have put together: What Does It Take To Be A Customer Experience Excellence Leader? So why is it that so many brands fail to make any meaningful shifts/progress in CX excellence?

Case Study 91

Case Study Customer Philosophy Customer Experience Employee Engagement 91

Maz Iqbal

OCTOBER 16, 2014

For most brands, trying to improve performance simply by emulating John Lewis or First Direct can be counterproductive. The rapid and sustainable progress of the top brands is the result of long-term, diligent investment. . Rather, the best dividends come from understanding how to accelerate the rate of customer experience change. .

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Maz Iqbal

DECEMBER 22, 2014

Is it then any surprise that despite the talk of customer loyalty, and all the customer loyalty programmes and tactics, there is so little loyalty between customers and brands. It is the employees who do the work – the work that creates value for the the customer.

Leadership 103

Leadership Customer Philosophy Employee Engagement Loyalty 103