Overview

Training & Coaching
(online & in-person)

CX & EX Baseline Measurement

Managing CX Transformation

Driving Ongoing CX Performance

Feedback Channels

Leadership training, coaching, webinars and events
(online and
 in-person)

In a rapidly changing world, where there’s a new urgency to get customer experience right, there is even more emphasis on bringing the right skills, to the right people, to do the right things, at the right time.  There is no longer the luxury of letting them figure it all out for themselves.

CTMA leadership training, coaching, webinars, podcasts and events provide a ‘jump-start’ for management on the road toward reaping the benefits of customer-driven performance improvement. They can be delivered “in-house” or online, tailored for specific industries and organisations, or presented to larger groups from multiple organisations.  They can also be adapted to be incorporated into industry conference programmes as 45 minute primers or full-day workshops. 

Establishing a customer experience baseline
Identify risk, risks and remedies

Establishing a customer experience baseline helps to identify and quantify current sources of customer dissatisfaction, estimate potential returns on service investment and sets customer-driven improvement priorities for action and change.

CTMA’s customer experience assessments and baseline studies help to identify, justify and prioritise strategic and tactical improvement opportunities, and forge a solid foundation for positive change.

Take a customer response effectiveness snapshot

Effectively responding to customers when they make contact is vital for any organisation - whether it’s to answer a simple question, solve a complex problem, or to deal with a complaint.  If you’ve not yet established an ongoing measurement programme to support your customer response process, our “Customer Response Effectiveness Snapshot” will help provide an initial measure of your customer response effectiveness, highlight current strengths and identify potential improvement opportunities.

Managing
customer experience transformations

Focusing enterprise energy on achieving customer-driven outcomes for success, needs determined leadership, a strong customer-driven framework, and external support and guidance where required.

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.

Driving ongoing customer experience performance

Ongoing customer insights act as a feedback control mechanism to maintain service quality and drive continuous improvement.

CTMA’s ongoing measurement programmes, underpinned by our leadership coaching and support, provide the disciplined management framework and tools needed to turn ongoing customer experience measurement, and customer feedback, into management actions.

Customer feedback channels

To support these strategies, CTMA has developed and manage a number of online customer feedback channels that provide organisations with systematic and cost-effective feedback from their customers.

These online voice of the customer feedback channels:

• Make it easy for customer to provide feedback
• Help recover potentially lost loyalty and advocacy
• Help organisations learn more from their customers.

Quick contents