Maz Iqbal

Timpson: Business Success Through Humanistic Leadership

Allow me to introduce you to a little know business gem: Timpson. It is a family business operating 1000+ stores, annual turnover in the region of £200m, and annual profits of £10m+. Today, this organisation (and its leadership) is on my mind again. Why? Because of what I saw and read on LinkedIn.

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How To Think Productively About Customer Experience?

A little while back Bob Thompson asked this question on the CustomerThink.com site. Thereafter, this question called forth 60 or so comments from a range of folks including Customer Experience gurus, thought leaders, experts, practitioners etc. I found this conversational thread interesting. 

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Unlocking Organisational Magic Through Humanistic Leadership

Let’s imagine that you want to play the sales effectiveness game. What does it take to play this game well – effectively? At a minimum it takes folks in marketing and the folks in sales to play well together – as one team. Take a broader look, play with the time horizon, and you are likely to find that it takes folks in product development, engineering, strategy/finance, marketing, and sales to work well together.

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Customer Experience and Loyalty Starts and Ends With the Product!

Back in 2011 I asked this question: Customer Experience: What About The ‘Product’? And I ended that conversation with the following assertion:

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Strategy and Purpose: Is It Really What You Say It Is?

Let’s say that you want to grasp an organisation’s strategy – say customer strategy or customer experience strategy. By strategy I mean the organisation’s manner of ‘showing up and travelling’. How would you go about determining that?

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What Has Motive Got To Do with Customer Loyalty?

More than once and by more than one ‘customer guru’ I have been accused of bringing moral considerations into an arena where moral considerations do not belong. Which arena is that? The business arena. Many folks are convinced that what matters in business is the right strategy (plotting the right course) and effective-efficient execution. According to these folks nothing else matters – except perhaps for good luck.

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Unlocking Organisational Magic Through Effective Leadership

Let’s imagine that you want to play the sales effectiveness game. What does it take to play this game well – effectively? At a minimum it takes folks in marketing and the folks in sales to play well together – as one team. Take a broader look, play with the time horizon, and you are likely to find that it takes folks in product development, engineering, strategy/finance, marketing, and sales to work well together.

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Can Human-Centred Leadership Provide an Access to Love and Profit?

The Human Something That Makes All The Difference In Human Relationships 

“I remember how one day a foreman secretly gave me a piece of bread which I knew he must have saved from his breakfast ration. It was far more than a small piece of bread which moved me to tears at the time. It was the “human” something which this man gave me – the word and the look which accompanied the gift.

—Viktor Frankl, Man’s Search for Meaning

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Customer & Leadership: Is There a Formula / Recipe for Success?

I wish to acknowledge members of the ‘methodology police’, whom I met recently, for being the source of this conversation. Please note that for the purposes of this conversation I will use the terms formula, recipe, method, script and template interchangeably.

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2014 State of Customer Experience: Who Are UK’s Leaders and What Can We Learn From Them? (Part 4)

Today’s conversation completes this four part series (part 1part 2part 3) centred on Nunwood‘s 2014 UK Analysis report. In this conversation I want to talk about CX improvement. Specifically, what Nunwood say about what it takes to generate CX improvement.

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