Want to prosper in the ‘age of the customer’? Here’s the formula you’ve been looking for

Some of the people who listen to my speaking have been kind enough to tell me that my posts are too long and can be hard to get.  OK, I get where you are coming from.  Here is a post for those of us who like the short sharp Seth Godin type post.

What is the formula for business success?

“He who does the best job of creating and communicating the most VALUE for the customer wins.”   maz iqbal

What has changed in the ‘age of the customer’?

“The Customer Experience is now a critical component of creating and communicating value.”   maz iqbal

What is the ONE thing that matters and which is not being addressed?

The human touch – genuine caring for the customer as a fellow human being first and a wallet second is missing.  Customers prefer to do business with those that ooze Warmth and demonstrate Competence. Competence is necessary yet not enough.” maz iqbal

What is the hallmark of customer-centricity as seen through the customer’s eyes?

..if it ever comes to a choice between what is right for the company and what is right for the customer you will always choose and put the customer first.”  Prof. M. Sawhney

Author: Maz Iqbal

Experienced management consultant. Passionate about enabling customer-centricity by calling forth the best from those that work in the organisation and the intelligent application of digital technologies. Subject matter expert with regards to customer strategy, customer insight, customer experience (CX), customer relationship management (CRM), and relationship marketing. Working at the intersection of the Customer, the Enterprise (marketing, sales, service), and Technology.

6 thoughts on “Want to prosper in the ‘age of the customer’? Here’s the formula you’ve been looking for”

    1. Hello Arnaud
      It is great to hear your voice and I do agree with you.
      Now here is the thing: it is the post that I have least enjoyed writing.
      Why? My listening is that any fool can draw up a list and most fools do. The mission I set myself was to educate, to prod, to provoke, to make visible the hidden which manifests the visible. And that takes longer posts.
      Oh I forgot: I also post to help me to clarify my own understanding and provoke / stimulate learning in myself!

      Be well Arnaud and I look forward to hearing your voice again.

      At you service and with my love


    1. Hello James
      We are all different. One of the key points I learned at Peppers & Rogers was “treat different customers differently”.
      So whilst I will write shorter posts to cater for the needs/wishes of the people who listen to my speaking. I will also write the longer posts that provoke thinking, that present the paradoxical, the provide food for thought… as much for me as for my fellow human beings who listen to me.

      At your service and with my love


  1. Hi Maz,
    I like both but like to see that you are willing to venture into the shorter too. I hope that you enjoy the challenge and that it’s not just about lists but about nuggets to chew on. 🙂



  2. Hello Adrian

    Excellent. I notice that you are asking for the same thing as some other of my fellow human beings yet your asking occurs differently. The way you have framed it, the task of writing shorter post occurs as a challenge: distilling stuff to the essence – “nuggets to chew on”.

    I thank you for the contribution you make to my living. i am grateful that you exist. I hope that all is well with you. And I look forward to our next conversation.

    At your service and with my love


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