Turning the voice of the customer
into management action
Building customer loyalty and advocacy through customer excellence
CTMA is a customer experience and service
quality improvement firm, working internationally with senior managers
and their teams to help them achieve business success, reduce risk and
build customer loyalty and advocacy.
We believe that customers are one of the
best sources of insight for innovation and business improvement. Our job
is to help organisations capture that insight and then turn it into transformative
COVID-19 recovery - a
new urgency to get customer experience right
The challenges now facing business and
public services to maintain customer satisfaction, retain customer
support and prepare their organisations for recovery from the
COVID-19 crisis has brought a new urgency to get
customer experience right.
Over the coming months, organisations will need
every advantage to win, keep, and grow a loyal customer-base.
Competitors will be released from their period of
confinement, and customers will demand the best from their
In response, we are now delivering our one-on-one executive planning and
coaching sessions, and the content of our masterclass and workshops, directly to you and your team - in your own
meeting room, at your own desk or home office, in the form of live
personalised online training programmes, events and meetings.
If you are preparing your
organisation for recovery now, please check out some of our currrent
training programmes, or just get in touch so we can
schedule an introductory call to discuss your specific needs and ways we can help
you in your mission to get customer experience right.
Paul Linnell (Founder and Managing Director)
Ways we help to turn a customer experience vision into a customer experience reality:
Organisations hire us because we provide insights about their
performance - from their customers’ perspective, and because we help
them turn those insights into management actions to make them more
Our training and consulting services help organisations develop
their customer experience vision and establish a customer-driven
framework for continuous improvement. Our measurement services
help to drive service quality improvement and customer
experience management programmes by turning the voice of the customer
into management actions.
The CX challenge
Everyone agrees that good customer experiences are important, but
many have difficulty justifying the investment that’s needed to
improve it and knowing just where to start.
Establishing a CX baseline
Establishing a customer experience baseline helps to identify and
quantify current sources of customer
dissatisfaction, estimate potential
returns on service investment and sets
customer-driven improvement priorities for
Identifying risk, risks & remedies:
CTMA’s customer experience assessments
and baseline studies help to identify, justify
and prioritise strategic and tactical improvement
opportunities, and forge a solid foundation for
the justification and planning of change.
Taking action to change
For many organisations the prospect of taking the first steps can
be demanding, and finding the resources and skills to drive
meaningful improvements can often be a barrier to positive change.
Managing CX transformation
Focusing enterprise energy on achieving customer-driven outcomes for
success, needs determined leadership, a strong customer-driven
framework, and an openness to obtaining external support and guidance
where necessary to save time and cost.
CTMA’s frameworks and consulting services help to
establish transition roadmaps and plans, and
provide the drive to bring about the positive change to turn
your customer experience vision into a customer
Keeping up the momentum
The need to keep pace with the changing needs, wants and
expectations of customers, never ends. The biggest challenge is
often to keep continuous improvement “continuous”.
Ongoing CX performance
Using systematic measurement and adhoc feedback to capture customer insights to act as a control mechanism can help the organisation maintain service quality,
measure ongoing performance and
energise continuous improvement.
CTMA’s ongoing measurement programmes,
underpinned by our leadership coaching and
support, provide the disciplined
management framework and tools to turn ongoing customer feedback into management actions.
The “where”, “why”, “what” and “how” of CTMA - the movie
Please click here to request a complimentary
copy of our working paper:
“Counting the Cost of
If there’s a specific customer challenge we can help you with now,
please contact us so we can schedule an introductory meeting or
call. We’d be delighted to learn more and
explore ways we can help.
Depending on your location and time zone, we can meet in person, or
by phone, or Zoom, please let us know.
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