From voice of the customer to 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
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
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 change.
Managing CX transformation
Focusing enterprise energy on achieving customer-driven outcomes for
success, needs determined leadership, a strong customer-driven
framework, and external support and guidance where required.
Our 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
Ongoing CX performance
Ongoing customer insights should act as a feedback
control mechanism to maintain service quality and
drive continuous improvement.
CTMA’s ongoing measurement programmes,
underpinned by our leadership coaching and
support, provide the disciplined
management framework and tools needed to turn ongoing customer
experience measurement, and 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
Let’s talk - please
contact us to schedule some time for an
Depending on your location and time zone, we can meet in person, or
by phone, or via Skype, please let us know.
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 services help to drive service quality improvement and customer
experience management programmes by turning the voice of the customer
into management actions.
If there’s a specific customer challenge we can help you with now and
you’d like to meet for a discussion, in person, or by phone, or via
Skype, please let us know. We would be delighted to learn more and
explore ways we can help.
Please contact us to schedule an
(Depending on where or when you are, we can meet
in person, or by phone,
or via Skype, please let us know).