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.
- Not bothering to return calls,
- not bothering to provide quotations when they promise to
- not bothering to provide an after-sales service for their products,
- not bothering to tell their account holders that their bank branch has closed down
- not bothering to provide comprehensive operating instructions for their products, or...
- not even bothering to provide a number to call if they need help
Incredibly, all of these have happened to me in the past three weeks, and I know I’m not alone.
CTMA’s customer experience
baseline studies
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.
