Our services - helping
organisations build customer sustainability
Consulting and advisory services - from
discovery to delivery
Our consulting services range from
strategic customer service reviews to support for major
customer experience change programmes. We can act as
an external catalyst to customer service improvement
initiatives, help drive transformations and provide ongoing
assistance with periodic visits, customer service ‘health-checks’ and executive coaching.
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CTMA helps
organisations transition to a self-sustaining customer-driven business model
and define better customer experiences
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Finding opportunities
Customer service
assessment
CTMA's customer service assessments provide a strategic
external view of an organisation's current customer service
and voice of the customer practices, its strengths and
opportunities for improvement. An assessment examines
customer interaction in four key groups of business
activity:
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Easiness doing
business
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Responding to
customers
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Learning from
customers
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Customer-driven
innovation and change.
The assessment is typically conducted through a series of
site visits and interviews with a cross-section of staff and
management. Following these meetings we present our
findings to senior management, together with a set of
specific recommendations.
The assessment is sometimes conducted in parallel with a
CTMA customer satisfaction and loyalty baseline research
study. The quantitative findings from the study can
often compliment and arm the assessment with customer-driven
economic imperatives. |
Customer service
initiatives
CTMA can provide support in a number of
roles during the planning, piloting and rollout of customer
service improvement initiatives and voice of the customer
programmes. In conjunction with our
management workshops and seminars we can provide thought
leadership, guidance and external quality assurance to
steering groups and project teams and help with solution
design and deployment.
Ongoing support
A truly successful customer-driven business
model is one that is self-sustaining and self-regenerating.
But even the best executed business improvements can
under-perform or fail if they become diluted with time or if
their original drivers change. To champion this process,
CTMA can provide ongoing assistance with periodic visits,
attend steering group meetings, act as an 'external
provocateur', conduct customer service 'health-checks' and
provide executive mentoring.
Tracking results
and managing improvement:
Ongoing
satisfaction tracking
The results of customer service improvement
initiatives need to be measured and tracked against agreed
success criteria. CTMA's customer satisfaction tracking
services support an organisation's customer-driven
transition and ongoing compliance. They provide a valuable
ongoing measure of customer service effectiveness and point
to where further fine-tuning and adjustment may be
necessary.
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