Maz Iqbal

2014 State of Customer Experience: Who Are UK’s 2014 Leaders and What Can We Learn From Them? (Part 3)

This conversation continues on from where the earlier one ended. As promised, I have been looking at what Nunwood has to say about certain brands. And find myself in a position to share with you on the table that I have put together.

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How To Cause Customer Centricity by Shaping the Work Context (Part 1 of 3)

The Challenge

Imagine that you are the CEO of InterLodge. You face a big problem: your share price has been falling for some time. You need to do something to deal with the issues of high costs and low profitability. You find that the occupancy rate and the average price point per room are too low. And the surveys suggest that Interlodge’s customer satisfaction levels are well below where they should be.

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What Does It Take To Generate “Total Customer Satisfaction”?

Let’s assume that you are a member of the leadership team for your organisation. Circumstances are such that you decide that your organisation needs to focus on customers and generate “total customer satisfaction” on the assumption that satisfied customers buy more of your stuff at higher prices thus generating higher profits. How would you go about it? What approach would you take?

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George Orwell’s Insights Into Customer Service, Customer Experience, and Customer-Centricity

What Is The Weak Point Of Many Organisations?

In a few days I had grasped the main principles on which the hotel was run …….

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Mazism 2: It Comes Down to People and Relationships!

This conversation follows on from an earlier conversation: Mazism 1: There Is Always A Price, It Is Always Paid. 

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What Kind of Communicating Generates an Uplifting Customer Experience?

The Interplay Between Communicating & Relating

The relating that occurs between human beings is a function of the communicating that is occurring between these human beings; the communicating that is occurring between human beings is function of the relating that is occurring. Which is to say that the communicating and relating are essentially in a dynamic dance with one another.

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The Beauty of Apple

I wonder if you have noticed something about the world of business? You may have not noticed it as this feature of business life is pervasive, so enduring, that lies in the background. I found myself reawakened to this feature recently.

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CRM, Customer Experience, and Digital Business Require Culture Change

What I notice is that in order for an organisation to be effective in the games of CRM (building profitable relationships with customers), Customer Experience (competing on the basis of a superior customer experience) and/or digital business (rethinking the business through the lens of what digital technologies enable) require culture change: a change in the way that people think, in their expectations, and in the way that they go about doing things.

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Most Important Post I Have Written This Year: What Does It Really Take To Know Your Customers?

This is long conversation and likely to be of interest to those of you who have experienced the limitations of knowledge as it is commonly understood. It may also be of interest to you if you glimpsed the radical difference between knowing and knowing about. If this is not you, then please go do something else.

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What Is the Price of Customer Loyalty and Who Pays It?

I say that there is a ‘price’ attached to everything and it is always paid. What is open to influence is ‘who’ pays the ‘price’. The question I wish to address in this conversation is this one: what is the price of customer loyalty and who pays it?

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