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MARCH 26, 2020

But, when it comes to customers, there are very few companies who understand the importance of standing out of the crowd and making customers feel delighted. Take Tesco Express, for example; they have a habit of replying to negative customer posts with smart, witty comments. So, how do you create a good customer philosophy? .

Customer Service 52

Customer Service Self Service Customer Philosophy Guidelines 52

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

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. One hundred mediocre singers are not the equal of one top-notch singer… - Richard Rumelt, Good Strategy Bad Strategy.

Customer Philosophy 91

Customer Philosophy CRM Leadership B2C 91

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