Maz Iqbal

SEPTEMBER 18, 2014

What Is The Core Insight-Lesson For Those Working On Customer Experience And Customer-Centricity? The core insight-lesson is spelt out rather pithily and it is one with which I am in full agreement. The lesson is so obvious and yet neglected. There you have it. Like they did not work for InterLodge.

Customer Centricity 67

Customer Centricity Hotels Travel Leadership 67

Forrester's Customer Insights

APRIL 20, 2022

There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.

Culture 26

Culture Innovation Customer Change Customer Centricity 26

Customer Bliss

APRIL 27, 2018

In every silo’s pursuit of becoming customer centric, the cumulative effect may be causing survey fatigue and frustration to your customers who are receiving them. Take an inventory of all the surveys that go out to customers, when and why. This can be a painful process, but it is also necessary.

Effort Score 181

Effort Score Customer Journey Social Media Call Center 181

Customer Alignment

OCTOBER 2, 2017

We work with companies just starting out in Customer Experience as well as those who are more advanced along their Customer Experience path. We have built our Customer Experience ‘principles’ based on what we have seen over the last 15 years. Leverage existing insight. Continually listen to customers.

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40