...helping organisations build loyalty and advocacy
by improving their service to customers

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Our services

CTMA provides a range of consulting and research services to support customer experience management and service quality improvement programmes.  We help organisations turn satisfaction measurement into management actions, identify sources of customer dissatisfaction, prioritise remedial actions and build customer loyalty and advocacy.

Helping organisations build loyalty and advocacy & reduce costs by improving service to customers

 

About Our Services:

- Service overview

- Consulting

- Customer research

- Employee research

- Benchmarking

- Workshops

 
 

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.

Workshops, seminars and conference speaking:

CTMA's in-house workshops and seminars are for those who are leading the customer-driven revolution. They can provide a 'jump-start' for management on the road toward reaping the benefits of customer-driven performance improvement.  Workshops can be tailored for specific industries and organisations or presented to wider groups from multiple organisations.  Our seminars can also be adapted to be incorporated into industry conference programmes as 45 minute primers or half-day workshops.



Quick contents

About CTMA

Challenges

Our Clients

Our Services

Tools & resources

Contact us

- Introduction

Dialogue:

- Buzz, blog and dialogue

- Contact us

Media centre:

- Media releases

- Introduction

- Cost of poor service

- Turning feedback into actions

- Client overview

Industry perspectives

- Local government

- Financial services

- Retail & franchises

- Service overview

- Consulting

- Customer research

- Employee research

- Benchmarking

- Workshops & seminars

- Overview

Tools and calculators:

- Lifetime value

- Revenue at risk

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Resources and links:

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- Useful links

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