...developing knowledge and skills for building
a customer-driven enterprise

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Our services - developing knowledge and skills for building a customer-driven enterprise

Online leadership workshops and seminars

CTMA’s leadership workshops and seminars have provided a valuable “jumpstart” for senior managers and their teams for more than a decade.  Now, we’re delighted to bring these topics directly to you and your team in the form of live online events.

Let’s talk

 
To learn more about our online workshops and seminars, and explore how we can help you address your customer experience challenges, please contact us to schedule a call.

Schedule a call

 

Our topics draw on more than 30 years experience working with major organisations around the world in multiple industries to help them improve customer experience.  In our online events we share a series of tools, tips, techniques, frameworks and guides to help you turn your customer experience vision into your customers’ experience reality.

What it involves: 

For each event:

 

Selection of seminar and workshop topics:

The following is a selection of some of the challenges we can help you address, but please get in touch to schedule a call so we can learn more about your organisation’s specific needs and explore ways we can help:

Clarity and vision:
Gaining clarity of opportunity, purpose,
and a customer-driven vision

Most agree that it’s nice to give customers a good experience, but there’s often a lack of clarity quantifying why it’s important, and justifying why it should be improved.

In this seminar we’ll explore why your organisation should bother about customer experience:

Topics include:

 


Customer excellence in the public sector:
“lip service”, or a reality worth perusing?

Customer excellence is the mantra of central and local government, public health, education and many other public sector services - but just how much of the public sector vision becomes a reality, when customers often have nowhere else to go, resources and funding is tight, and freedom to innovate is often rare?

This seminar considers the justification for investment in improving customer experience and service quality in the public sector.

Topics include: Defining your outcome objectives, and Identifying risks of poor service.


How can we help you?

   
   

Your preferred days and times
for an online pre-meeting:

   
   

Your contact details:

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Measure and Assess:
Establishing your customer experience baseline with metrics that matter for your success

There’s no shortage of metrics used to measure customer experience, but unfortunately there’s often more discussion about “what numbers to use” than “what actions to take” to improve it.

The wrong metrics often drive the wrong behaviours, and the wrong behaviours can lead to the wrong outcomes – for customers and the organisation.

In this seminar we’ll discuss the measurement of CX performance.
Topics include:

 


Learning from customers:
first steps in preventive analysis and customer-driven quality

One of the best sources of business advice comes free of charge - from your customers!  However, most companies tend to treat customer feedback as an inconvenience and seldom manage to unlock the true value it can bring.

This seminar takes a look at how other organisations have developed product and service improvement initiatives from their analysis of customer complaint data and other sources of customer feedback.

It provides an opportunity to develop a customer-driven quality plan and to seek out quick-win opportunities in your own business.


  

 

About your facilitator: Paul Linnell

Paul LinnellOur online leadership workshops and seminars are led by CTMA's founder, and customer experience champion, Paul Linnell.  Paul works internationally with senior managers and their teams to help them achieve business success, reduce risk and build customer loyalty and advocacy by improving service to customers.  He specialises in the design and deployment of customer experience measurement, service quality improvement, complaints handling and preventive analysis programmes.

Paul has worked with clients and presented on these subjects at conferences, seminars, workshops, webinars and corporate events in Australia, Belgium, France, Germany, Ireland, the Middle East, Portugal, Spain, the Netherlands, New Zealand, the United Kingdom, and the United States.  For most of his career he has worked in Europe and North America and now Paul is based in New Zealand, continuing to serve clients globally.

View Paul Linnell's profile on LinkedIn