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

Maz Iqbal

DECEMBER 30, 2014

Perhaps, you wish to transition your organisation from a product-centred orientation towards customer-centred orientation. And/or shift the fundamental stance of your organisation from ‘extracting value’ from your customers to being generously rewarded (by customers) for simplifying-enriching the lives of your customers.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

Maz Iqbal

MARCH 18, 2018

On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means. Colleague: Which big company, as in the kind of company … Continue reading "Dialogue on CRM, Customer Experience, and Customer-Centricity". Yet, there is little to show for it.

Customer Centricity 54

Customer Centricity CRM Customer Journeys Customer Experience 54

Maz Iqbal

JULY 28, 2014

While an automated phone system may improve an organisation’s operational efficiencies, it rarely improves the customer experience. In light of the Comcast call that went viral I invite you to listen to these wise words (bolding is my work).

Customer Philosophy 92

Customer Philosophy CRM Customer Centricity Customer Retention 92

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