Maz Iqbal

MARCH 6, 2015

Today, this organisation (and its leadership) is on my mind again. Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social'

Leadership 48

Leadership Customer Philosophy Case Study Employee Engagement 48

Maz Iqbal

DECEMBER 22, 2014

Until this difference is recognised and acted up organisations will continue to grapple with the challenge of ‘employee engagement’ Why should I engage with you and your organisation when I do not feel myself cared for – as a unique human being? What Has This To Do With Leadership?

Leadership 103

Leadership Customer Philosophy Employee Engagement Loyalty 103

Maz Iqbal

OCTOBER 14, 2014

Filed under: Brand , Case Studies , Culture , Customer Experience , Customer Philosophy , Customer Service , Employee Engagement , Leadership / Change / Transformation Tagged: brand promise , customer experience , customer loyalty , customer service , employee engagement , leadership , Nunwood 2014 CX Excellence , value propositions.

Case Study 91

Case Study Customer Philosophy Customer Experience Employee Engagement 91

Maz Iqbal

OCTOBER 16, 2014

At this point, I ask you this question: what kind of leader and exercise of leadership plants the seeds of transformational change and then nurtures this seeds to fruition? It occurs to me only one that it is going to be there in a leadership role for much longer than five years. Rallying cries must be credible, as well as loud. .

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Maz Iqbal

JULY 28, 2014

So if you want to see your customers, really look at them. Susan Scott, Fierce Leadership. If insanity is doing the same stuff over and over and expecting a different result then it occurs to me that many of us who are working on the Customer stuff can be labelled insane.

Customer Philosophy 92

Customer Philosophy CRM Customer Centricity Customer Retention 92

Maz Iqbal

JANUARY 8, 2015

If you are with me so far then it occurs to me that you have gotten insight into why it is that so few organisations cultivate genuine-meaningful-enduring loyalty between themselves and their customers and vice versa. Why seek to convert those whose very being is not in line with the Customer philosophy?

ROI 48

ROI Employee Engagement Leadership Loyalty 48