Maz Iqbal

NOVEMBER 13, 2014

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. RAC : Regulation of Call-Centre Agent Behaviour Is What Matters, Not The Customer Experience. What can I say? What a waste!

Customer Experience 92

Customer Experience Case Study Banking Customer Philosophy 92

Maz Iqbal

OCTOBER 14, 2014

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.

Case Study 91

Case Study Customer Philosophy Customer Experience Employee Engagement 91

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 16, 2014

What Does It Take To Excel At The Customer Experience Game? 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? . Why is this the case?

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

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

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". This is often seen as a problem – a problem of generating demand to drive sales, and a problem of inventory management.

Sales 48

Sales Customers Management Case Study 48