Maz Iqbal

What Does It Take To Be a Leader and for Leadership To Show Up? (Part II – Authenticity)

Leadership matters. Whilst there are many ways of grappling with leadership, I value the ontological lens and in particular the ontological model of leadership that has been developed and is being taught by Werner Erhard et al. In this post I continue the conversation on being a leader (and leadership) that I started in the last post.

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What Does It Take To Be a Leader and for Leadership To Show Up? (Part I)

“Leadership is the capacity to give the world something that did not exist before.” Peter Block

Right now our organisations and institutions need leaders and leadership not just managers and management.  Yet management is widely distributed and leadership is rare.

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Is This the Most Serious Misunderstanding Plaguing Customer-centricity?

Misunderstanding, reality and narrative

There are so many misunderstandings around customer-centricity that it is hard for me to know where to start. In this post, I want to deal with a particularly dangerous and widespread misunderstanding. 

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Why Your Organisation Is Not Customer-centric even if It Is Customer-centric

This is a long post and a philosophic one so you might be better off doing something else unless you have an avid interest in customer-centricity and getting to grips with it. Furthermore, you might not like what I share here. It may disturb you and you find yourself annoyed even angry at the nonsense I am speaking. You are warned, now let’s begin.

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giffgaff: How to Generate Delight and Advocacy without Spending a Fortune

Occasionally I come across a brand, an organisation, a bunch of people who get it, who practice it as opposed to talk about it. Who am I talking about? I am talking about giffgaff – a mobile virtual network operator that works off / is tied to the O2 network in the UK. giffgaff is unusual/innovative as a brand/organisation and I have written about giffgaff here and here. You should know that my family and I are members/customers of giffgaff.

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What Does It Take to Make an Impact as the Chief Experience Officer?

Allow me to introduce you to Lonnie Mayne, Chief Experience Officer at Mindshare Technologies. As his bio says “Lonnie Mayne influences each and every interaction involving Mindshare’s valued clients—from front-desk greetings to printed marketing materials to everyday sales calls to impromptu gifts of friendship.”

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Is Customer-Centricity Going to Lead You to Ruin?

In this post I wish to respond to the assertions made by Sampson Lee in Customer-Centricity Is Not The Solution; Its The Problem. If I understand it Sampson is asserting that pursuing the path of customer-centricity is the road to ruin and his logic is as follows:

 

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The Customer’s Experience: Tales of Disappointment and Delight

Clarion Hotel Cork: in a services business the personal touch matters and it is not present at this hotel

I stayed at the Clarion Hotel in Cork for two nights. At the functional level almost everything worked: the check-in was reasonably quick, my request to change room was granted without question/argument, the room was spacious, comfortable, had the right furniture for a business hotel, and everything was clean. Yet, I am unlikely to go back. Why?

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Customer Insight & Analytics Exchange: Highlights From The First Day

Today I wish to share with you the key points that I took away from my participation in Day One of the Customer Insight & Analytics Exchange conference taking place in London.

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Customer Insight & Analytics Exchange: Highlights From The First Day

Today I wish to share with you the key points that I took away from my participation in Day One of the Customer Insight & Analytics Exchange conference taking place in London.

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