Maz Iqbal
AUGUST 26, 2016
The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. Because they are fundamentally and inherently interconnected.
Maz Iqbal
AUGUST 26, 2016
The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. Because they are fundamentally and inherently interconnected.
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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.
Maz Iqbal
NOVEMBER 13, 2014
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. RAC : Regulation of Call-Centre Agent Behaviour Is What Matters, Not The Customer Experience. What can I say? What a waste!
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.
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).
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.
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