Timpson: Business Success Through Humanistic Leadership

Maz Iqbal

Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social Allow me to introduce you to a little know business gem: Timpson. It is a family business operating 1000+ stores, annual turnover in the region of £200m, and annual profits of £10m+.

What Does It Take To Delight This Customer?

Maz Iqbal

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?". Case Studies Customer Experience Customer Philosophy Andrew Laney Carprentry customer delight customer experience honest dealing human decency

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

CX: Using Intelligent Generosity To Cultivate Customer Delight

Maz Iqbal

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". Case Studies Customer Experience Customer Loyalty Customer Philosophy Hall of Fame customer delight customer experience customer loyalty Hilton St.

Tales of Customer Experience: The Good, The Bad, And The Ugly?

Maz Iqbal

The starting point for customer-centricity is authentic care for one’s customers. In so doing, these folks will make it easy and enriching for customers to do business with that organisation. And in the process the organisation will both generate customer loyalty and reduce waste – doing stuff that costs money but does not create value for customers from the customer point of view. What a waste of my, the customer’s, time.

2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 3)

Maz Iqbal

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? What does this look like from a customer perspective? Let’s listen to a First Direct customer: I was in Venice when my credit card was refused and it was quite stressful. This conversation continues on from where the earlier one ended. As promised, I have been looking at what Nunwood has to say about certain brands.

2014 State of Customer Experience: Who Are UK’s Leaders And What Can We Learn From Them? (Part 4)

Maz Iqbal

What Does It Take To Excel At The Customer Experience Game? In fact, a considerable number of brands ranked 100th to 263rd in this study have publicly held similar goals since 2010 and climbed no more than a few places over this time. Rather, the best dividends come from understanding how to accelerate the rate of customer experience change. . Which Four Critical Dimensions Do Businesses Need To Master In Order To Accelerate Customer Experience Improvement? .