Maz Iqbal

MARCH 6, 2015

Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social' Today, this organisation (and its leadership) is on my mind again.

Leadership 48

Leadership Case Study Customer Philosophy Customer Centricity 48

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

OCTOBER 16, 2014

Trying to move too quickly, or claiming to be something at odds with reality, can cause credibility and cultural issues. 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.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73