Maz Iqbal

DECEMBER 22, 2014

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. Now, let’s turn our attention to caring for the customer.

Leadership 103

Leadership Customer Philosophy Employee Engagement Loyalty 103

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

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

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

JANUARY 8, 2015

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. The same question: why would any sane person feel any loyalty towards a ‘matcher’? Why suffer?

ROI 48

ROI Employee Engagement Leadership Loyalty 48

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