Overview:
Consulting services:
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.
Customer satisfaction and loyalty research:
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 exposing the cost of poor
service and turning satisfaction measurement into actions
for profit and growth.
Employee research:
Employees are an in-house expert source on
how well an organisation can (and does) serve its customers. 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. When correctly identified and addressed they
can drive significant improvements in customer satisfaction, productivity and
staff retention.
Benchmarking and best practice:
Customer service benchmarking can be one of
the most powerful steps your company can take in
self-discovery, exposing and prioritising opportunities for
service improvement, validating areas of existing
excellence, exposing your weaknesses or those in your
competition. In addition to our client-specific services,
CTMA also conducts customer service benchmarking and
best-practice studies to help public and private
sector organisations develop their customer relationship
strategies.
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