Maz Iqbal

JULY 28, 2014

Communication is more than bombarding customers with sales messages across any number of channels. Personal is more than sending the customer emails and addressing her by using her name. Engagement is more than a customer opening up your email and clicking your offer.

Customer Philosophy 92

Customer Philosophy CRM Customer Centricity Customer Retention 92

Maz Iqbal

MARCH 6, 2015

Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social' Today, this organisation (and its leadership) is on my mind again.

Leadership 48

Leadership Case Study Customer Philosophy Customer Centricity 48

Maz Iqbal

OCTOBER 14, 2014

Filed under: Brand , Case Studies , Culture , Customer Experience , Customer Philosophy , Customer Service , Employee Engagement , Leadership / Change / Transformation Tagged: brand promise , customer experience , customer loyalty , customer service , employee engagement , leadership , Nunwood 2014 CX Excellence , value propositions.

Case Study 91

Case Study Customer Philosophy Customer Experience Employee Engagement 91

Maz Iqbal

DECEMBER 22, 2014

Until this difference is recognised and acted up organisations will continue to grapple with the challenge of ‘employee engagement’ Why should I engage with you and your organisation when I do not feel myself cared for – as a unique human being? Does this difference matter? Of course it matters!

Leadership 103

Leadership Customer Philosophy Employee Engagement Loyalty 103

Maz Iqbal

OCTOBER 16, 2014

Filed under: Brand , Case Studies , Culture , Customer Experience , Customer Philosophy , Employee Engagement , Leadership / Change / Transformation Tagged: Accelerating CX Improvement , customer experience , Four critical dimensions of Customer Experience , leadership , Nunwood 2014 CX Champions , transformational change.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

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. Why seek to convert those whose very being is not in line with the Customer philosophy?

ROI 48

ROI Employee Engagement Leadership Loyalty 48

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Gather external research that’s relevant to your market.

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53