Managing customer experience transformations
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 required to
save time and costs and avoid making some of the mistakes that others
may have made in the past. 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.
We help organisations define better customer experiences and
transition to a self-sustaining customer-driven business. The CTMA
framework for customer-driven value creation maintains focus on creating
value for customers, the organisation and staff, whilst providing the
operational disciplines to drive an ongoing and self-sustaining
process of customer-driven innovation and improvement.
act as an external catalyst to customer experience improvement
initiatives, help drive transformations and provide ongoing assistance
with periodic visits, customer service ‘health-checks’ and executive
Planning, designing and implementing change
CTMA can provide support in a number of roles during the planning,
design, piloting and rollout of customer experience management, customer
service improvement initiatives and voice of the customer programmes. In
conjunction with our leadership workshops and seminars we provide
thought leadership, guidance and external quality assurance to steering
groups and project teams and help with solution design and deployment.
A truly successful customer-driven business model is one that is
self-sustaining and self-regenerating. But even the best executed
business improvements can under-perform or fail if they become diluted
with time or if their original drivers change. To champion the process
of continual renewal,
CTMA can provide ongoing assistance with periodic visits, attend
steering group meetings, act as a supportive ‘external provocateur’, conduct
customer service ‘health-checks’ and provide executive mentoring.
If there’s a specific customer challenge we
can help you with 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.
contact us to schedule some time for an