...developing knowledge and skills for building
a customer-driven enterprise
Episode 000
In this launch episode I want to let you know what this podcast series is all about, and why it’s so important to you and your organisation now. We’re on a mission: to demystify customer experience and put the power of success in your hands, so you can take control and manage your customers’ experiences, before they ‘take over the wheel’ and manage yours.
Customer experience has become one of the most talked-about, but high-risk and reluctant areas of business investment, where everyone seems to agree it’s important, but seldom really agree on why it’s important, why it should be improved, how much should be spent on it, and even, what it should be spent on.
In this podcast series, I’m going to tackle some of the big challenges that often block the path to delivering effective customer experiences, and answer some of the big questions standing in the way of progress:
We’ve prepared a
short CTMA “Practice Guide” to help you assess where your organisation’s customer experience programme may be at risk. It summarises, from our experience,
“Six Key Reasons why Customer Experience Improvement Programmes Underperform, Get Stuck or Fail to Start”.
Please click here to request your copy.
During the series, I’ll be revisiting some of the tough moments
I’ve shared with clients over the past 25 years, in a wide range of
industries, from airlines to banks, local government to passenger
ferries, pharmaceutical and railway companies, telcos, power companies,
government agencies and more…
I’ll be sharing some of the strategies and frameworks we’ve developed to help them unblock their path to customer excellence, and some of the techniques we teach during our leadership training and coaching programmes. I’ll also be using some of the findings from our industry-wide customer experience studies and ongoing measurement programmes - to help you put some real numbers into why it’s so important to get customer experience right.
CTMA’s leadership training, coaching programmes and eventsCTMA’s customer experience research findings and insights
Everyone agrees that it’s nice to give customers
a good experience, but there’s often a lack of
clarity quantifying
why it’s important, and then,
justifying the reality
of why it should be improved.
This is a big enough challenge for business where there’s an intuitive link between satisfying customers, and getting them to come back to buy more, but it can be an even greater challenge in the public sector, where customers seldom have a choice of an alternative supplier. If an organisation can’t clearly define a business justification for improving customer experiences, it’s programme is very likely to underperform, get stuck or fail to start!
In this episode I look at “The Reality-Clarity Challenge” - possibly one of the most common, least understood, and most important challenges to get right. So let’s “dig out this boulder”, see what it’s all about, and devise a plan to master it.
I’d really like to learn more about your customer experience challenges. If you’d like to speak to us about any CX “boulders” that stand in
the way to your success, please contact us to schedule a call.
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 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.
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