Maz Iqbal

MARCH 6, 2015

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

Leadership 48

Leadership Case Study Customer Philosophy Customer Centricity 48

transcosmos Information Systems

MAY 18, 2015

Creating a positive customer experience goes beyond one company’s method of customer service. The manifestation of a remarkable customer experience is ingrained in the company’s culture. It is the atmosphere where your customer service team works in. Philosophy .

Culture 48

Culture Company Customer Experience Customer Philosophy 48

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

OCTOBER 16, 2014

What Does It Take To Excel At The Customer Experience Game? Trying to move too quickly, or claiming to be something at odds with reality, can cause credibility and cultural issues. Rather, the best dividends come from understanding how to accelerate the rate of customer experience change. . Why is this the case?

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Maz Iqbal

JULY 30, 2014

This is what I notice about the whole Customer thing: the focus is almost exclusively on the technical stuff (metrics, data, analytics, technology, processes) and almost no recognition of the human. He would have been there as a physician but not as a human being. Does this matter?

Customer Philosophy 91

Customer Philosophy CRM Leadership B2C 91