Maz Iqbal

The Effortless Experience: Sensational Headlines, Misleading Conclusion?

In this post I complete my take on the key assertion and the 4 findings put forth in the book The Effortless Experience. Before I launch into this post let’s recap the following points from the first post.

Recap of the essential points from the earlier post

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The Effortless Experience: Is There Anything of Value Behind The Hype?

The Effortless Experience Promises the Roadmap to El Dorado

Over the course of 2013 I noticed a certain buzz about ‘customer effort’ and its associated metric, the ‘Customer Effort Score’. So when I was invited to review The Effortless Experience (the book behind the buzz around customer effort) I took up the offer.

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Integrity: Is This Why Apple, John Lewis, and Amazon are Masters of the Customer Experience?

Apple, John Lewis, Amazon: Masters of the Customer Experience?

Holidays are over and three organisations stand out for me: Apple, John Lewis, and Amazon. Why? It occurs to me that the people in these organisations get customers as human beings, are clear about the kind of customer experience they are up for delivering, AND have put in place a system for delivering this kind of customer experience.

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Leadership, CRM, Customer Experience: What Is the Price of Greatness?

Many aspire to be great, few are great. It occurs to me that this applies at just about every level and all spheres of human life. Why is this the case?

What is missing the presence of which would make a difference in enabling more individuals-groups-organisations-nations to be great?

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Why Aeroplanes Don’t Fall Out Of The Sky; Why Business Screws Customers and Hospitals Kill Their Patients

I invite you to ponder the following

1.     Why is it that commercial aeroplanes don’t fall out of the sky?

2.     Why is it that terrorism did not take root, establish itself, and grow in the USA/UK?

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2013: Where Were We At With CRM, Customer Experience and Customer-Centricity?

What can we learn from Havas Media's 2013 Meaningful Brands survey?

For me, the highlights from the survey report are:

  • Just 20% of brands worldwide are seen to meaningfully positively impact people’s lives;

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Who Are the UK’s 2013 Customer Experience Leaders and What Can We Learn From Them (Part 3 – Brands That Have “Cracked The Code”)

This third post completes the series of posts based on the Nunwood’s 2013 annual customer experience excellence report (The UK’s Top Customer Brands: How They Achieve Success). You can find the earlier posts here:

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Who Are the UK’s 2013 Customer Experience Leaders and What Can We Learn From Them? (Part 2)

This post continues the conversation started in the earlier post which disclosed the UK’s Top 10 Customer Experience brands and provided an analysis of the Top 100 brands by industry.

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Who Are the UK’s 2013 Customer Experience Leaders and What Can We Learn From Them? (Part 1)

I have been studying the 2013 UK report by Nunwood’s Customer Experience Centre and in this post I share with you what shows up for me.

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Who Are the UK’s 2013 Customer Experience Leaders and What Can We Learn From Them? (Part 2)

This post continues the conversation started in the earlier post which disclosed the UK’s Top 10 Customer Experience brands and provided an analysis of the Top 100 brands by industry.

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