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Episode 011

How to Lose Customers - without really trying!

Getting CX Right with CTMA, a podcast series with Paul Linnell 

You can’t help noticing today that some organisations seem to have “stopped bothering about customers”.  Perhaps it’s an indication that some in our “throw-away society” now consider that an existing customer is no more than a passing encounter that can be simply cast aside, and easily replaced with a new one.

In the past few weeks I’ve been personally reminded several times, how rare it has become for customers to experience good service, and there’s a danger that some organisations are simply taking advantage of that fact and simply not bothering anymore.

Incredibly, all of these have happened to me in the past three weeks, and I know I’m not alone.

But what it does reveal, is that there's now an incredible opportunity for organisations to differentiate themselves by simply paying attention to the needs of their customers.

What you’ll learn in this episode:

In this episode I’m going to tap into our customer experience research again, and give away the secret of how you can make your organisation incredibly successful at what it does, by getting CX right.

It’s how a business can out-perform its competition, and how a public service can build incredible public support.

But first I want to take a look at what NOT TO DO.  I’m going to look at three key things our research confirms about:

“How to lose customers – without really trying!”


Practice guide:

We’ve prepared a short CTMA Practice Guide to summarise the topics covered in this episode.

“Three key reasons organisations lose customer support, and fail to get referrals”. 

  Three key reasons organisations lose customer support, and fail to get referrals

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Also mentioned in this episode


About 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 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.

View Paul Linnell's profile on LinkedIn