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CTMA
is a service quality improvement firm that provides a range of
consulting and customer satisfaction research services to help
organisations build loyalty and advocacy by improving service to customers.
What we do:
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', executive
coaching and leadership
workshops.
Our
customer satisfaction and loyalty research is more than
just an approach to satisfaction measurement
- it helps organisations actively manage customer satisfaction
and loyalty upwards. It produces clearly
actionable findings that focus on the cost of poor service and the profitability of good service.
Our
approach to employee satisfaction and loyalty and employee
customer service research helps organisations
identify internal sources of dissatisfaction that can, in turn, lead
to barriers for effective customer service, customer
dissatisfaction, reduced productivity and high employee turnover.
Who we are:
CTMA
was founded in 2002 by Paul Linnell. Paul has provided
consulting services in customer care, customer-driven quality
and customer relationship management since 1990, working for clients in a wide range of industries in
Europe, North America, the Middle East, Africa and Oceania. more>>.
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