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maz iqbal

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Customer-Based Strategist | Insight & Customer Experience Specialist, Dynamica Consulting Group

115 points

Maz is a customer focused business strategist and a management consultant. He specialises in customer strategy, customer insight, customer experience and relationship marketing. Maz has a deep interest in people, relationships and business.

WEB: The Customer Blog

Sept. 21, 2011

maz iqbal and 3 other people answered this question at this roundtable

Simplifying Social Business: The Promise of Social CRM, part 1 [9/21 @ 11 am]

How can a business evaluate its social media maturity?

When companies get that social media is not a channel for marketing - sending out messages to customers. Also when companies get that social media is not a channel for customer service.
When they get that social media is all about being social. Thats right. ... more

Customer Service

Sept. 1, 2011

maz iqbal and 30 other people answered this question at this roundtable

#TChat Radio: The Realities of Business Heresy [8/31 @ 4 pm]

When is it OK to say no to a customer?

When the No is in the best interests of your customer and you go on to explain how your no is actually in the best interests of the customer and he gets it. This has happened to me and I have been thanked for it. ... more

Customer Service

General Management

Human Resources

Sept. 1, 2011

maz iqbal and 4 other people answered this question at this roundtable

#TChat Radio: The Realities of Business Heresy [8/31 @ 4 pm]

Is a successful company's culture always set by the leader?

It does not need to be set by the CEO. But it does need to be "blessed" and actively supported through modeling the desired values and behaviours. The seeds of cultural change can occur anywhere in the organisation. Whether they will flourish or not and ... more

Customer Service

General Management

Human Resources

Aug. 5, 2011

maz iqbal and 11 other people answered this question

Do happy employees create happy customers?

Happy employees may or may not create happy customers yet it certain that unhappy employees do NOT create happy customers. more

Customer Service

Human Resources

Customer Experience

Talent Management

Aug. 3, 2011

maz iqbal and 3 other people answered this question

How does outsourcing to an international call center effect customer service?

It depends is the honest answer. Some brands have customers that are simply not that picky and accept foreign accents provided the people on the line are courteous and competent. Other brands have customers who simply do not like that one bit and so brands ... more

Customer Service

Call Center Experiences

Customer Satisfaction

Aug. 3, 2011

maz iqbal and 3 other people answered this question

How do you get/influence your customers to understand which channels to use for which issues?

The default approach is to hide the details of the contact centre and actively promote the website: FAQs, online accounts etc. The idea here is that if you make it hard for the customer to contact you then he/she will do less of that. It ... more

Customer Service

July 27, 2011

maz iqbal answered this question

Try something new for 30 days. Could the concept work to change employee behavior?

Might do if the first employee to do that is the CEO. Else it is simply a short term fix that will fizzle out. more

Customer Service

Human Resources

Behavior Management

Customer Service Call Center

July 27, 2011

maz iqbal and 3 other people answered this question

Is advertising part of your customer experience?

If you perceive it or your network perceives it then it is part of your experience. You cannot undo what is done - the memory trace is there. And every memory trace leaves an emotional imprint. You may not even have noticed (consciously) that you ... more

Customer Service

July 22, 2011

maz iqbal and 14 other people answered this question

What are easy ways for small businesses to (almost) instantly improve customer experience?

Hello Courtney,
I have written a blog post to cover your question. Here it is:
http://thecustomerblog.co.uk/2011/07/22/easy-ways-for-smaller-businesses-to-i...

Customer Service

Customer Experience

July 12, 2011

maz iqbal and 11 other people answered this question

Who owns a company's culture?

It is probably more correct to say that culture 'owns' the people and it does so mainly because it is invisibile - it is simply the water in which the fish swim and it simply does not exist for them.
The person who has the ... more

Customer Service

General Management

Human Resources

Company Culture

June 24, 2011

maz iqbal and 10 other people answered this question

How do you differentiate between customer service and customer experience?

Customer service is only one of the touchpoints in the customer experience and it is only one lever in improving the customer experience.
I might want to buy/transact with you on the web. You might not be present there or your website sucks. Result: I ... more

Customer Service

Customer Experience

Customer Experience Management

June 24, 2011

maz iqbal and 2 other people answered this question

How does an organization develop a customer experience strategy?

Good strategies and plans are based on insight. In a business setting that means insight into your customers, your competitors, yourself, latest technology developments and the wider environment. more

Customer Service

Customer Experience Management

Customer Experience Strategy

Customer Loyalty

June 21, 2011

maz iqbal answered this question

What is "customer development"?

It often means 'x-selling' - selling more stuff and getting more money out of customers.

Customer Service

Customer Development

June 21, 2011

maz iqbal and 15 other people answered this question

Is customer centricity overrated?

If you read the article carefully you may get that he defines 'customer centricity' in his own way without formally defining it.
If we define customer centricity as giving your core customer base what they want then providing the product/service at a low price and ... more

Customer Service

June 21, 2011

maz iqbal and 1 other person answered this question

Is customer centricity an aspiration or a reality?

In the real world it is mostly fluff in that way that it is being tackled. The situation is rather similar to all the Vision, Mission....stuff. The ideas was great but little intelligent thought went into it and what come out was a dog's dinner. more

Customer Service

June 17, 2011

maz iqbal and 13 other people answered this question

How can you reward customers who are effective brand advocates?

I am an advocate for some organisations. My biggest concern is my reputation - that these organisations live up to the promise that I am advocating. So the best reward is that they prove me right and I keep / build my face in the ... more

Customer Service

Brand Awareness

June 16, 2011

maz iqbal published a post

The 4 Schools of Customer Experience

Customer Service

June 16, 2011

maz iqbal and 5 other people answered this question

How can organizations make the shift to a customer centric culture?

Start by bringing the customers into the heart of the organisation. Bring the voice of the customer into the heart of the organisation. And take the executives and middle managers out of their offices and have them walk in the shoes of their customers. And ... more

Customer Service

Company Culture

Customer Centricity

Customer Experience Management

June 9, 2011

maz iqbal published a post

An inquiry into ‘customer engagement’ – making the abstract concrete

Customer Engagement

Customer Experience (CEM) & Customer Relationship Management (CRM)

June 9, 2011

maz iqbal published a post

5 guidelines for getting the most out of your mystery shopping programme

Customer Experience

June 4, 2011

maz iqbal published a post

The one experience that lays bare the reality behind the customer talk

Customer Service

Customer Experience

June 4, 2011

maz iqbal published a post

What is this beast called “customer focused strategy”?

General Management

Customer Strategy

June 4, 2011

maz iqbal published a post

Valuable insight from the European Customer Experience World event

Customer Service

Customer Experience (CEM) & Customer Relationship Management (CRM)

Following 21 Topics

Account Management

Client Account Management

Customer Centric

Customer Centricity

Customer Experience

Customer Experience Analytics

Customer Experience Journey

Customer Experience Management

Customer Loyalty

...

Customer Marketing and Loyalty

Customer Service

Customer Strategy

General Management

Major Account Management

Project Management

Relationship Marketing

Sales Strategies

Following 0 People

Followed by 20 People

Knowledgeable in 29 Topics

Customer Service

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Customer Experience

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Public Relations

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Human Resources

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Global Leadership

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Product Development

#26 of 79

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Company Culture

#56 of 151

Entrepreneurship

#70 of 159

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Career Development

#105 of 311

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General Management

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Simplifying Social Business

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Social Business

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