CTMA founder / cemNZ co-founder Paul
Linnell on
TVNZ AMP Business
Aware that their success depends
on continued loyalty from their customers and
staff
Turning satisfaction measurement
into management actions for profit and growth
Making it easier for our clients' customers to do business
with them
Providing a 'jump-start' toward
customer-driven performance improvement
Industry-wide studies of customer
experience, identifying barriers to satisfaction, loyalty
and advocacy
Based on more than
20 years experience helping clients around the world to
improve service to customers |
Many organisations invest heavily
measuring customer satisfaction. CTMA has
developed customer experience measurement tools,
methodologies and feedback systems that help
those who want to manage and improve
satisfaction, loyalty and advocacy.
We
help organisations that strive to retain their best
customers and employees. They seek to discover and fix the
problems their customers experience and find out why loyalty
and advocacy may be at
risk.
A few words about our website:
This website contains a collection of
articles, reference materials, and tools we have
developed that relate to the work we do.
If anything here is of interest to you, or
if there is something CTMA can do to help make you and your
organisation more successful, please
get in touch. You'll be doing us a favour because
we'll be interested in you too. We can easily arrange
a time for an initial discussion (or even a casual chat) by
phone, by Skype or in person.
What we do (also in a few words):
CTMA is a service quality improvement firm
that provides a range of consulting and customer
satisfaction research services. We help organisations build
loyalty and advocacy by improving service to customers.
Our customer-driven product and service
quality improvement programmes encompass four key
organisational strategies:
-
Making it easy
for customers and staff to do business
-
Responding to
customers' needs, wants and expectations
-
Learning from
customers what it is you do well and where you
could do even better
-
Customer-driven
innovation and change
Our customer experience baseline
research produces clearly actionable findings that
focus on the profitability of good service and the cost of
poor service. It helps organisations identify sources
of customer dissatisfaction, prioritise remedial actions and
improve their service to customers.
Our tracking programmes and
feedback systems support the ongoing
management of specific customer processes. They help
organisations actively manage customer satisfaction and
loyalty upwards by providing service quality visibility at
the level of individual staff members, service types,
departments or sub-contractors, retail outlets, airline
routes or hotel locations.
CTMA's methodologies are dedicated to
customer-driven value creation. They help organisations
systematically identify the problems their customers experience, measure
and manage customer satisfaction and loyalty and get
bottom-line benefits by improving their service to customers. |
The ultimate source of every penny
for an organisation is its customers
Measuring customer and employee satisfaction in financial
terms
Building
customers and employees into product and service quality
improvement
Identifying operational characteristics that produce the
best business outcomes
"If
something on our site has been of interest or if we can help
your organisation, please
contact us"
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CTMA
founder: Paul Linnell |
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