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CTMA's
consulting services range from strategic customer service reviews to
support for major customer experience change programmes.
We help organisations who wish to build a
self-sustaining, customer-driven business model that strives to
optimise customer satisfaction and loyalty. 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.
Finding
the opportunities:
Customer
service assessment
CTMA's
customer service assessments provide a strategic
external view of an organisation's current customer service
practices, its strengths and opportunities for improvement. An assessment examines customer interaction in four key groups of business
activity:
-
Doing
the Business
-
Responding to
Customers
-
Learning from Customers
-
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.
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Changing
what you do:
Customer
service initiatives
CTMA
can provide support in a number of roles during the planning, piloting
and rollout of customer service improvement initiatives. 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.
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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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