Maz Iqbal

Dialogue on CRM, Customer Experience, and Customer-Centricity

Colleague: So much money has been spent and continues to be spent. On CRM. On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means.  Yet, there is little to show for it.
 
Me: Seems that way.
 
Colleague: Which big company, as in the kind of company that we end up consulting to / working with, has anything to show for the time-effort-money that has been spent on the whole Customer thing?
 
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A ‘Fresh’ Look At Customer Retention and Loyalty (Part I)

It isn’t just Donald Trump that mixes tidbits of fact with much fiction to appeal to those eager to believe. This is also the case when it comes to the business world. Especially so when we get to customer-centricity, customer experience, customer loyalty….. Whilst some folks can tell that Trump is talking nonsense, in the Customer arena it is that much harder to separate fact from fiction, and useful advice from nonsense. So, today, let’s take a fresh look at customer retention and loyalty.

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Book Review: The Endangered Customer by Richard. R. Shapiro

I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge. In this book Richard, set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction.

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On Technology in Experience Design: The Good, The Bad, The Ugly

Brussels Airport: Human Beings and Technology Complement One Another to Deliver A Good Experience

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What Does The Doublespeak of Customer Love Disguise?

Looking beyond the doublespeak of customer-centricity, customer engagement, customer love to see what is truly there.

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How Do Insurance Companies Treat Loyal Customers?

Who Benefits From Customer Loyalty?

Back in December 2015 Annette Franz in her post titled So, What Exactly is Customer Loyalty? made the following statement:

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Are Leaders & Management Practices the Key Obstacles to High Performing Organisations?

2015 has been another year where I have found myself at the coalface of organisational change: digital transformation, customer experience, CRM and marketing automation….  What is the key ‘thing’ that has struck me?

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Customer Experience: Beware the Data Trap

Data. It is being made out to be sexy – really sexy. Many folks even think that collecting mountains of data and stuffing it into CRM and/or marketing automation systems is the access to delivering great customer experiences. They are mistaken. 

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State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1)

It’s the time of the year where I share my take on the latest CX research published by unwood. Worth pointing out that Nunwood has been acquired by KPMG so is now KPMG-Nunwood. Back to the research titled: A New Era of Experience Branding. You can download this by going to the KPMG-Nunwood website.

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Customer Experience: The Road Less Travelled

It has been a while since the last conversation. First, I took time out for a month of holidays. And then in September I was asked to lend a hand in a CX centred next generation CRM and omnichannel programme. Given the demands on my time I will be keeping this conversation short – at least shorter.

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