...turning the voice of the customer
into management actions


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 management actions.

  • Your customers are
    down there...

    ...using your products and services

    This makes them one of your
    best sources of insight
    for innovation and
    business improvement

  • Financial Services
    Retail banking
    Building customer loyalty and advocacy
    by using customer experience feedback
    for service-quality improvement:

    • Baseline measurement
    • Home loan and credit card applications
    • Issues resolution processes

  • Travel, tourism
    and hospitality
    Helping you become your
    customer’s first choice in travel,
    destination, accommodation, hospitality
    and entertainment:

    • Customer experience snapshots
    • Ongoing performance measurement
    • Encouraging customer feedback

  • Power Industry
    Electricity and gas retail
    Helping to build customer-driven brands
    by turning customer experience feedback
    into management actions:

    • Baseline measurement
    • Complaints handling monitoring
    • New connections and transfers

  • Local Government
    Managing Service Requests
    A scalable measurement framework
    for managing and improving service
    quality and performance from:

    • Contact centres
    • Request processes
    • Field staff
    • Sub-contractors

  • Local Government
    Consent & inspection services
    Supporting regulatory services by
    tracking service quality and providing
    actionable customer feedback:

    • Resource consents
    • Building consents
    • Inspection services



COVID-19 recovery - a new urgency to get customer experience right

The unprecedented 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 suppliers.

In response, we are now delivering our masterclass, workshops and one-on-one executive planning and coaching sessions 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 events and meetings.

If you are preparing your organisation for recovery now, please 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.

Contact usPaul Linnell (Founder and Managing Director)


Ways we help to turn a customer experience vision into a customer experience reality:


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 action and change.

Identify risk, risks and 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 change.

Old dogs and new tricks

For many organisations the prospect of taking the first steps can be demanding, and finding the resources and skills to drive meaningful improvements can 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.

Becoming customer-driven:

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 experience reality.


Keeping up the momentum

The challenge of continuous improvement, and the need to keep pace with the changing needs, wants and expectations of customers, never ends.

Ongoing CX performance

Using ongoing customer insights to act as a feedback control mechanism can help the organisation maintain service quality, measure ongoing performance and drive continuous improvement.

Ongoing measurement:

CTMA’s ongoing measurement programmes, underpinned by our leadership coaching and support, provide the disciplined management framework and tools needed 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 Counting the cost of Bad Customer Experiences
copy of our working paper:

 “Counting the Cost of
  Bad Customer Experiences”


Request a copy


Let’s talk - please contact us to schedule some time for an introductory discussion.

Depending on your location and time zone, we can meet in person, or by phone, or via Skype, please let us know.

Contact usContact us



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 successful.

Our services help to drive service quality improvement and customer experience management programmes by turning the voice of the customer into management actions.

Upcoming events:

From time-to-time we also run workshops, masterclasses, roadshows and online training courses to help organisations accelerate their progress towards being tuned success. Please check here for information about our upcoming public events

Let’s talk

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 introductory talk.

 (Depending on where or when you are, we can meet in person, or by phone, or via Skype, please let us know).

Contact usContact us


Site cookie policy

This site uses cookies to enhance your browsing experience and make it easier to complete communications and request forms.  By using this site you agree that we may store and access cookies on your device for this purpose, unless you have disabled the use of cookies on your device.