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Episode 008

Questions your Leadership Team needs to get Answered
- even if they haven’t yet asked

Getting CX Right with CTMA, a podcast series with Paul Linnell 

Many big businesses and public services today have adopted an approach to customer feedback and measurement that only produces a proxy performance score that’s hard to translate into dollars, and often fails to identify what went well and where things went wrong with customer experience.

You know the scene - someone will ask “What’s the score?”  Then someone else will announce that it’s “28”, or “82%”, or “93”.  Then everyone checks to see if it’s higher or lower than last month, and then they all move on.

No wonder they find it hard to take actions to make sure the good things keep happening and the bad things stop.

If “customer experience” and “ways to improve it” isn’t a scheduled leadership and board-room topic in your organisation, it may be because it hasn’t yet been given the vocabulary, metrics or agenda to make it measurable, accountable and actionable.

What you’ll learn in this episode:

In this episode I want to close that gap by offering a set of baseline questions your leadership team needs to get answered – even if they haven’t yet asked!

And indeed, if you are a member of the leadership team, these are the key customer experience questions you should be asking.

The answers to these questions will empower your leadership team to give your customer experience improvement programme the energy and support it deserves.

Practice guide

We’ve prepared a short CTMA Practice Guide to summarise the questions identified in this episode.

It lists the “Baseline Questions your Leadership Team needs to get Answered”. 

  Questions your Leadership Team Need to Get Answered

Please click here to request your copy.

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Also mentioned in this episode


About Paul Linnell

Paul LinnellPaul Linnell is a customer experience and service quality improvement champion, working internationally with senior managers and their teams to help them achieve business success, reduce risk and build customer loyalty and advocacy by taking actions to improve customer experiences.  Paul specialises in the design and deployment of customer experience measurement, service quality improvement, complaints handling and preventive analysis programmes. Industries he has worked with include, Automotive, Consumer electronics, Consumer goods, Electricity & Gas retail, Financial services, Information technology, Local Government and Public Sector, Media / Publishing, Passenger travel (Rail, Air and Sea), Pharmaceuticals and Telecommunication. Paul has worked with clients and presented on these subject at conferences and corporate events in the UK, Europe, North America, the Middle East, Australia and New Zealand.  Originally from the UK and now based in New Zealand, he continues to serve clients globally.

View Paul Linnell's profile on LinkedIn