260.png)
Cutting
costs?260.png)
The Measurement and Accountability Challenge260.png)
It’s
time to stop juggling! - Start creating value!260.png)
No, no, no, no, no!260.png)
Questions your leadership team needs to get answered
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Pick
the metrics that matter for local government customer experience
Five-step
maturity path to actionable customer feedback and a positive ROI
Four
alternate realities of the corporate/customer universe
Local
government: 
Three big reasons why companies lose customers
and fail to get referrals
Is that “customer
promise” a “hypocritical”,
or a “Hippocratic”, oath?
Asking your customers the right questions
“Acceptable levels” of churn? – Yeah right!
Re-branding wakes-up the market about loyalty?
Problems reduce and satisfaction improves
About CTMA’s blogger: Paul Linnell
Paul
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.
