Customer Philosophy and Loyalty - Customer Experience Update

Customers-Employees-Leadership: Distinguishing Between ‘Caring About’ And ‘Caring For’- And Why It Matters

Maz Iqbal

DECEMBER 22, 2014

I invite you to consider that the strongest bonds, usually called loyalty, occurs where one human being experiences himself cared for (as a unique human being) by another human being. Caring About Employees v Caring For The Employee.

Leadership

Leadership Customer Philosophy Employee Engagement Loyalty

Tales of Customer Experience: The Good, The Bad, And The Ugly?

Maz Iqbal

NOVEMBER 13, 2014

In so doing, these folks will make it easy and enriching for customers to do business with that organisation. And in the process the organisation will both generate customer loyalty and reduce waste – doing stuff that costs money but does not create value for customers from the customer point of view.

Customer Experience

Customer Experience Case Study Customer Philosophy Banking

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

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

Case Study Customer Philosophy Customer Experience Employee Engagement

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Is The Way We Are Going About Customer Acquisition and Retention Dead Wrong?

Maz Iqbal

JULY 28, 2014

That you get points for using my name … That if you have a customer loyalty program, you get more points for asking me for my membership card so you can check to see if I can get a discount… But, I’ll tell you what makes the real difference.

Customer Philosophy

Customer Philosophy CRM Customer Centricity Customer Retention

A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)

Maz Iqbal

AUGUST 26, 2016

The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. Let’s recap Part I of this conversation. Because they are fundamentally and inherently interconnected.

Customer Retention

Customer Retention Loyalty Customers Customer Philosophy

A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)

Maz Iqbal

AUGUST 26, 2016

The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. Let’s recap Part I of this conversation. Because they are fundamentally and inherently interconnected.

Customer Retention

Customer Retention Loyalty Customers Customer Philosophy

Customer / Leadership: What Is The Access To Cultivating Greatness?

Maz Iqbal

DECEMBER 30, 2014

IVR) have they taken you to the heights of sales effectiveness and/or customer service delight? Let’s not forget the VoC feedback- has that unlocked the door to customer loyalty riches? Greatness does not lie on the road well travelled, greatness lies on the road less travelled.

Leadership

Leadership Customer Philosophy Customer Journeys CRM

If You Are Struggling In Calculating ROI And Getting Buy-In To Your CX Initiative

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. The same question: why would any sane person feel any loyalty towards a ‘matcher’? Why suffer?

ROI

ROI Employee Engagement Leadership Loyalty

Build an Empowered Team with A well- defined Customer Service Philosophy

ProProfs Chat

MARCH 26, 2020

The second approach makes the customer feel valued and, thus, is a great way to pave your way into ensuring customer loyalty. With the above examples, it is clear that having a customer philosophy is essential in building a bond for life with your customers. .

Customer Service

Customer Service Self Service Customer Philosophy Guidelines

Dialogue on CRM, Customer Experience, and Customer-Centricity

Maz Iqbal

MARCH 18, 2018

On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means. Colleague: Which big company, as in the kind of company … Continue reading "Dialogue on CRM, Customer Experience, and Customer-Centricity". Yet, there is little to show for it.

Customer Centricity

Customer Centricity CRM Customer Journeys Customer Experience

CX: Using Intelligent Generosity To Cultivate Customer Delight

Maz Iqbal

MARCH 24, 2017

I have yet to see this viewed, by Tops, as an opportunity to delight customers, and … Continue reading "CX: Using Intelligent Generosity To Cultivate Customer Delight". Certain businesses deal with products that perish or become useless if not used by a certain date/time.

Sales

Sales Customers Case Study Management

Book Review: The Endangered Customer by Richard. R. Shapiro

Maz Iqbal

APRIL 23, 2016

In this book Richard set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction. I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge.

Connections

Connections Customers Interaction Customer Philosophy

Book Review: The Endangered Customer by Richard. R. Shapiro

Maz Iqbal

APRIL 23, 2016

In this book Richard set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction. I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge.

Connections

Connections Customers Interaction Customer Philosophy

Erich Fromm On The Central Challenge Of Cultivating Meaningful Relationships With Customers

Maz Iqbal

JULY 8, 2015

What Is The Central Challenge Of Building Meaningful & Profitable Relationships With Customers? Is it about coming up with new products and services that attract customers like bright lights attract moths at night-time? Is this challenge about opening up 24/7 access to your business through any and all channels?

Customers

Customers Customer Philosophy CRM Customer relationships

Customer Experience Update

Customers-Employees-Leadership: Distinguishing Between ‘Caring About’ And ‘Caring For’- And Why It Matters

Tales of Customer Experience: The Good, The Bad, And The Ugly?

Webinars

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

Webinars

Is The Way We Are Going About Customer Acquisition and Retention Dead Wrong?

A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)

A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)

Customer / Leadership: What Is The Access To Cultivating Greatness?

If You Are Struggling In Calculating ROI And Getting Buy-In To Your CX Initiative

Build an Empowered Team with A well- defined Customer Service Philosophy

Dialogue on CRM, Customer Experience, and Customer-Centricity

CX: Using Intelligent Generosity To Cultivate Customer Delight

Book Review: The Endangered Customer by Richard. R. Shapiro

Book Review: The Endangered Customer by Richard. R. Shapiro

Erich Fromm On The Central Challenge Of Cultivating Meaningful Relationships With Customers

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