Maz Iqbal

Do You Allow Your Employees the Space To Be Great with Customers?

What Happened to the Human Touch?

Think back to your last encounter with an employee of a retail store? Did that encounter meet your expectations? Did that encounter leave you ‘uplifted’ in some sense? Did that encounter, elevate your view of your fellow human beings? Did it make you feel good about this race of beings who call themselves human beings?

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What Can We Learn From Ryanair’s Change Of Heart?

Amidst the slavish devotion to customer experience and the ideology of customer-centricity I find Ryanair refreshing and instructive – including its recent change in stance towards how the organisation treats its customers. What can we learn from Ryanair and this change in stance?

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The Paradox at the Heart of Customer-Centric Business

I am no longer a fan of customer centricity nor customer-centric business. I am not a fan of the way many are going about customer focus, customer-centricity, or customer obsession. It occurs to me that the approach taken by many towards arriving at customer focus, customer-centricity, and customer obsession is not gold, it is fools gold.

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What Is the Access to Customer-Centricity and Innovation?

I have been reflecting over 20+ years of experience centered on enabling, effecting, facilitating business change and improving business performance. During this time I have been involved with a whole range of management panaceas:

 

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Strategy and Customer-Centricity: Relax, It’s OK To Be Just OK!

What Is The Achilles Heel of Strategy?
My colleague and I put our whole selves into our work talking with folks in the business, listening to customer conversations, reviewing research, looking at competitors and trends, looking at various approaches, evaluating these approaches and coming up with optimal course of action for our client and our client’s customers.

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Strategy and Customer-Centricity: Relax, It’s OK To Be Just OK!

What Is The Achilles Heel of Strategy?
My colleague and I put our whole selves into our work talking with folks in the business, listening to customer conversations, reviewing research, looking at competitors and trends, looking at various approaches, evaluating these approaches and coming up with optimal course of action for our client and our client’s customers.

Continue Reading

How to Transform Your Organisation by Centring on the Customer

I’d like to re-start blogging by sharing with you what shows up for me as a most enlightening and inspiring tale of leadership, customer-centricity, and organisational transformation. Let’s start.

I encourage you to listen to Dr David Feinberg tell his story

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Customer Experience: What Can We Learn From An Organisation That Kills It’s Customers?

I am coming out of my self imposed August retirement to write about something that calls to me, deeply. And to share with you insights and learnings which show up for me as being valuable if you are up for improving service, orchestrating a caring customer experience, and improving organisational effectiveness.
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The Dark Side of Customer Focus, CRM, and Customer Experience

What is the cost of putting profits before customer interests?
This week one of the UK’s largest insurance brokers got hit with a £7.4m fine. Why? This is what Tracey McDermott, the FCA’s director of enforcement and financial crime, is reported to have said:
 

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Strategy: Forget the Customer and Focus on Purpose?

Is purpose the vital access to performance and the starting point of strategy?

What explains the variability in performance – revenues, profits, share prices – across firms who compete in the same industry? Why, for example, does IKEA do so well in the furniture industry when many other players struggle or have to accept modest performance? Is the answer that IKEA is customer-centric and the other players are not? Is it that IKEA delivers a superior customer experience?

Cynthia Montgomery in her book The Strategist explores this question and shares her answer. She says:

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