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 75

ROI Leadership Loyalty Customer Philosophy 75

Education Services Group

JUNE 21, 2018

In fact, it’s also a solid place to start answering the question of what is customer journey mapping. 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.

Customer Journey Mapping 53

Customer Journey Mapping Customer Journey White Paper Customer Philosophy 53

Maz Iqbal

JULY 8, 2015

What Is The Central Challenge Of Building Meaningful & Profitable Relationships With Customers? Is it about coming up with new products and services that attract customers like bright lights attract moths at night-time? Is this challenge about opening up 24/7 access to your business through any and all channels?

Customers 78

Customers Customer Philosophy Customer Relationships Loyalty 78

Maz Iqbal

NOVEMBER 12, 2017

Story: The Customer Experiences Sadness & Delight Last week, Friday, it’s 10:00 and I am working from home. Neither of these thoughts occurs as a pleasant experience. Andy’s not arrived yet. I’m wondering if he is OK or if he has forgotten.

Customers 48

Customers Customer Experience Customer Philosophy 48

Maz Iqbal

MARCH 24, 2017

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

Sales 48

Sales Customers Management Customer Philosophy 48

Maz Iqbal

NOVEMBER 28, 2017

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".

Fashion 48

Fashion Customers Customer Philosophy 2016 48

Maz Iqbal

FEBRUARY 21, 2016

I experience, you experience, s/he experience, they experience, we experience. Further, where does the quality of experience sit on the business priority ladder? Let’s shine a light on … Continue reading "Experience Centric Business: A Bridge Too Far For Many?". That is what is so.

Customer Philosophy 48

Customer Philosophy Leadership Customer Experience Customers 48

Maz Iqbal

JULY 28, 2014

While an automated phone system may improve an organisation’s operational efficiencies, it rarely improves the customer experience. Engagement is more than a customer opening up your email and clicking your offer. Customer Experience is more than a new name for the Customer Services function.

Customer Philosophy 92

Customer Philosophy Customer Centricity Customer Retention Loyalty Programs 92

Maz Iqbal

JULY 30, 2014

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

Customer Philosophy 91

Customer Philosophy Leadership B2C Culture 91