Maz Iqbal
JULY 28, 2014
While an automated phone system may improve an organisation’s operational efficiencies, it rarely improves the customer experience. 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.
Maz Iqbal
DECEMBER 30, 2014
Or the customer journey mapping? 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? What about all the process change / six sigma stuff?
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Education Services Group
JUNE 21, 2018
Promote organizational alignment: Build a cross-functional team, with representatives from the groups that own sales/marketing, support, policies, operations, product development and other services that drive what the customer sees and experiences. So take a candid assessment and follow a blueprint for getting started.
Maz Iqbal
MARCH 24, 2017
This is often seen as a problem – a problem of generating demand to drive sales, and a problem of inventory management. 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".
Maz Iqbal
JANUARY 17, 2016
Looking beyond the doublespeak of customer-centricity, customer engagement, customer love to see what is truly there.
Maz Iqbal
JULY 30, 2014
Filed under: CRM , Culture , Customer Experience , Customer Philosophy , Leadership / Change / Transformation , Uncategorized Tagged: CRM , customer experience , customer service , human to human , quality , strategy. I wish you well and look forward to being in communication after the holiday.
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