article thumbnail

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

Maz Iqbal

giffgaff, as a matter of course, sends extra SIMs to members. 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. How is that possible? What is unconcealed here?

article thumbnail

Customer Experience: Summing Up 2014

Maz Iqbal

You are the person confronted with coming up a course of action to deal with what is so and bring about the desired outcome. What is the course of action that you’d take? What would you do if you were truly customer-centric and committed to putting the right customer experience (of walking) in place?