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Dialogue on CRM, Customer Experience, and Customer-Centricity

Maz Iqbal

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.

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Timpson: Business Success Through Humanistic Leadership

Maz Iqbal

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

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

Maz Iqbal

Filed under: CRM , Customer Engagement , Customer Experience , Customer Philosophy , Customer Service , Social Tagged: CRM , customer acquisiton , customer conversations , customer experience , customer relationships , customer retention , customer-centric , human to human.

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

Maz Iqbal

The starting point for customer-centricity is authentic care for one’s customers. In so doing, these folks will make it easy and enriching for customers to do business with that organisation. And arriving at this desired outcome in five minutes as opposed to several days left me delighted; I am a protective parent!

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

Maz Iqbal

Filed under: CRM , Customer Insight (inc VoC) , Customer Philosophy , Customer Service , Leadership / Change / Transformation Tagged: art of being and becoming , cause , customer centricity , leadership , organisational change , path to greatness , personal change , Possibility.

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Want to Improve Your Customer Experience? Start with Your Company Culture

transcosmos Information Systems

Developing your customer service across known platforms such as front line, back office, IT, etcetera, can only take you so far, because if ultimately the company culture is not customer-centric, then sooner or later your company will fall short in. Philosophy .

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Customer Experience: Summing Up 2014

Maz Iqbal

What would you do if you were truly customer-centric and committed to putting the right customer experience (of walking) in place? Then there are folks who oversee the execution and compilation of customer surveys – they have also chosen to sit under and claim the Customer Experience label.

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