Maz Iqbal

DECEMBER 22, 2014

I invite you to consider that the strongest bonds, usually called loyalty, occurs where one human being experiences himself cared for (as a unique human being) by another human being. What Has This To Do With Leadership? Caring About Employees v Caring For The Employee.

Leadership 103

Leadership Customer Philosophy Loyalty Engagement 103

Maz Iqbal

DECEMBER 30, 2014

IVR) have they taken you to the heights of sales effectiveness and/or customer service delight? Let’s not forget the VoC feedback- has that unlocked the door to customer loyalty riches? Greatness does not lie on the road well travelled, greatness lies on the road less travelled.

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

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.

2014 91

2014 Customer Philosophy Customer Experience Leadership 91

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 75

ROI Leadership Loyalty Customer Philosophy 75

Maz Iqbal

JULY 28, 2014

That you get points for using my name … That if you have a customer loyalty program, you get more points for asking me for my membership card so you can check to see if I can get a discount… But, I’ll tell you what makes the real difference. So if you want to see your customers, really look at them.

Customer Philosophy 92

Customer Philosophy Customer Centricity Customer Retention Loyalty Programs 92

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 Customer Journey Mapping Customer Experience Customer Journey 54