Paul Linnell's Contact Details

Paul Linnell's Company Details

CTMA New Zealand Ltd

Auckland, Auckland, New Zealand • 1 Employees
Management Consulting

CTMA is a customer experience and service quality improvement firm, working internationally with senior managers and their teams to help them achieve business success, reduce risk and build customer loyalty and advocacy."We believe that customers are one of the best sources of insight for innovation and business improvement. Our job is to help organisations capture that insight and then turn it into management actions".Some of the ways we help: Establishing a CX baseline: "Where should we start?"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.Identify risk, risks and remedies: "What should we do?"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 change.Managing CX transformation: "How should we do it?"Focusing enterprise energy on achieving customer-driven outcomes for success, needs determined leadership, a strong customer-driven framework, and an openness to obtaining external support and guidance to save time and cost.Our 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.Ongoing CX performance: "How can we keep improving?"Ongoing customer insights should 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.CTMA also conducts customer experience benchmarking and best-practice studies to help organisations develop their customer relationship strategies.