Dialogue on CRM, Customer Experience, and Customer-Centricity

Maz Iqbal

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". Colleague: So much money has been spent and continues to be spent. On CRM. Yet, there is little to show for it. Me: Seems that way.

What Does The Doublespeak of Customer Love Disguise?

Maz Iqbal

Looking beyond the doublespeak of customer-centricity, customer engagement, customer love to see what is truly there. Customer Philosophy Customer-Centricity Marketing Sales CLV customer centricity customer love customer rhetoric marketing role of customer sales service

On Customer Obsession

Maz Iqbal

Customer Obsession Is Fashionable I hear more and more Middles & Tops mention the importance/need for customer obsession. Something interesting happens when I ask the speaker what s/he means by, is pointing at, when s/he speaks of customer obsession. Silence … Continue reading "On Customer Obsession". It’s often used as an exhortation to the Bottoms – those on the front line.

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

Customer Experience: Summing Up 2014

Maz Iqbal

Customer Experience: What Is The Default Setting? Why is that the floor at Paddington Station did not facilitate one of its primary roles: enable passengers (customers) to walk about easily, freely, quickly (if need be) around the railway station?

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+.

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? This conversation continues on from where the earlier one ended.

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. Certain businesses deal with products that perish or become useless if not used by a certain date/time.

A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)

Maz Iqbal

The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. So debates about which comes first (customers, employees, investors) shows that folks lack a fundamental grasp of that which we … Continue reading "A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)". Let’s recap Part I of this conversation.

Book Review: The Endangered Customer by Richard. R. Shapiro

Maz Iqbal

In this book Richard set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction. In his latest book – The Endangered Customer – Richard expands the 3 step model into eight steps in the … Continue reading "Book Review: The Endangered Customer by Richard. I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge.

Book Review: The Endangered Customer by Richard. R. Shapiro

Maz Iqbal

In this book Richard set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction. In his latest book – The Endangered Customer – Richard expands the 3 step model into eight steps in the … Continue reading "Book Review: The Endangered Customer by Richard. I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge.

A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)

Maz Iqbal

The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. So debates about which comes first (customers, employees, investors) shows that folks lack a fundamental grasp of that which we … Continue reading "A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)". Let’s recap Part I of this conversation.

Customers-Employees-Leadership: Distinguishing Between ‘Caring About’ And ‘Caring For’- And Why It Matters

Maz Iqbal

I wish to distinguish between ‘caring about’ and ‘caring for’ Let’s start with the realm of Customer. Caring About Customers v Caring For The Customer. I am clear that folks in business care about customers. Servicing customers in a smart manner – by using the right combination (digital, telephone) of customer service channels. Now, let’s turn our attention to caring for the customer.

Experience Centric Business: A Bridge Too Far For Many?

Maz Iqbal

Customer Experience Customer Philosophy Leadership / Change / Transformation customer experience experience centric business experience excellence function v experienceI experience, you experience, s/he experience, they experience, we experience. That is what is so. Yet how deeply are you (and me) conscious of the quality (or the lack of it) of the experiencing that is occurring? Further, where does the quality of experience sit on the business priority ladder?

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.

Is The Way We Are Going About Customer Acquisition and Retention Dead Wrong?

Maz Iqbal

While an automated phone system may improve an organisation’s operational efficiencies, it rarely improves the customer experience. That you get points for using my name … That if you have a customer loyalty program, you get more points for asking me for my membership card so you can check to see if I can get a discount… But, I’ll tell you what makes the real difference. So if you want to see your customers, really look at them.

What Does It Take To Shift To A Human-to-Human Way Of Doing Business?

Maz Iqbal

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. Filed under: CRM , Culture , Customer Experience , Customer Philosophy , Leadership / Change / Transformation , Uncategorized Tagged: CRM , customer experience , customer service , human to human , quality , strategy.

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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? 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? . Customer experience motivates the employee experience. Is that why customer journey mapping, and VoC surveying, are so common place.

Customer / Leadership: What Is The Access To Cultivating Greatness?

Maz Iqbal

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. Or the customer journey mapping? IVR) have they taken you to the heights of sales effectiveness and/or customer service delight?

Want to Improve Your Customer Experience? Start with Your Company Culture

transcosmos Information Systems

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 .

If You Are Struggling In Calculating ROI And Getting Buy-In To Your CX Initiative

Maz Iqbal

If you are with me so far then it occurs to me that you have gotten insight into why it is that so few organisations cultivate genuine-meaningful-enduring loyalty between themselves and their customers and vice versa. Look at it differently, when you are busy calculating ROI of Customer Experience / Customer Engagement / Customer Relationship / Customer Loyalty initiatives so that you can sell the Tops on your Customer initiative what is really going on?

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