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Buzz, blog and dialogue

Blog posts and topics

A collection of some of CTMA’s blog posts, case study bulletins and discussion documents that have been published on this site and others over the past years.

Customer experience measurement

The Measurement and Accountability ChallengeThe Measurement and Accountability Challenge

Customer experience strategy

Stop JugglingIt’s time to stop juggling! - Start creating value!

Customer experience measurement

Don't do it this wayNo, no, no, no, no!
Please don’t do it this way!

Customer experience strategy

Questions to AnswerQuestions your leadership team needs to get answered - even it they haven’t yet asked

Satisfaction measurement and VOC

Local GovernmentPick the metrics that matter for local government customer experience

Satisfaction measurement and VOC

Local GovernmentFive-step maturity path to actionable customer feedback and a positive ROI

Customer experience

Local GovernmentFour alternate realities of the corporate/customer universe

Local Government - Service improvement

Local GovernmentLocal government:
How to improve service and reduce costs

Customer retention

Here today, gone tomorrowThree big reasons why companies lose customers and fail to get referrals

Customer promise

Do No HarmIs that “customer promise” a “hypocritical”, or a “Hippocratic”, oath?


MeasurementAsking your customers the right questions

Customer retention

Meeting“Acceptable levels” of churn? – Yeah right!

Retail Banking

Retail BankingRe-branding wakes-up the market about loyalty?

Local Government - Building consents

BuildingProblems reduce and satisfaction improves


Travel, leisure and hospitality

Sticky Yellow
Making it easy for customers to complain

Retail banking

Retail BankingBanking customer retention at risk - as expectations rise


About CTMA’s blogger: 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 improving service to customers.  Paul specialises in the design and deployment of customer experience measurement, service quality improvement, complaints handling and preventive analysis programmes.  For most of his career he has worked in Europe and North America and is now based in New Zealand, and continuing to serve clients globally.

View Paul Linnell's profile on LinkedIn Google+