Customer experience has become one of the most talked-about, but high-risk and reluctant areas of business investment, where everyone seems to agree it’s important, but seldom really agree on why it’s important, why it should be improved, how much should be spent on it, and even, what it should be spent on.
000 Welcome to: “Getting CX Right with CTMA”
Getting CX right with CTMA (hosted by Paul Linnell)
Release Date: 10/18/2021
011 How to Lose Customers - without really trying!
Getting CX right with CTMA (hosted by Paul Linnell)
You can’t help noticing today that some organisations seem to have “stopped bothering about customers”. Perhaps it’s an indication that some in our “throw-away society” now consider that an existing customer is no more than a passing encounter that can be simply cast aside, and easily replaced with a new one. In the past few weeks I’ve been personally reminded several times, how rare it has become for customers to experience good service, and there’s a danger that some organisations are simply taking advantage of that fact and simply not bothering anymore. Not bothering...
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010 Getting CX right, when everything seems to be going wrong!
Getting CX right with CTMA (hosted by Paul Linnell)
At the time of recording this episode, many businesses and public services are finding it a great challenge to satisfy customers. It has particular relevance while many parts of the world are recovering from a global health crisis, and suffering from disrupted international supply chains, travel disorder, economic instability, domestic and geo-political tensions. (Huge kudos to all those involved in travel, hospitality, health, energy, food distribution and retail – and all the other industries suffering from current uncertainty and turmoil). But being ready to “get CX right...
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009 The Four Alternate Realities of the Corporate-Customer Universe
Getting CX right with CTMA (hosted by Paul Linnell)
I’ve been getting a lot of questions recently about how hard it is for customer experience professionals to get buy-in for investment in customer experience improvement programmes. This, at a time when business, public services and customers are all experiencing so much change and so many challenges. It’s almost as though the huge efforts and sacrifices that so many made during the global health crisis, to keep responding to their customers, has been forgotten. During the global health crisis, customer service functions needed to duck and weave to keep their organisations...
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008 Questions your Leadership Team needs to get Answered - even if they haven’t yet asked
Getting CX right with CTMA (hosted by Paul Linnell)
Many big businesses and public services today have adopted an approach to customer feedback and measurement that only produces a proxy performance score that’s hard to translate into dollars, and often fails to identify what went well and where things went wrong with customer experience. You know the scene - someone will ask “What’s the score?” Then someone else will announce that it’s “28”, or “82%”, or “93”. Then everyone checks to see if it’s higher or lower than last month, and then they all move on. No wonder they find it hard to take actions to make...
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007 It’s time to stop juggling and start creating value
Getting CX right with CTMA (hosted by Paul Linnell)
The world changed in 2020 and it forced businesses, their staff and their customers, to each recalibrate the needs, the value, and the loyalties of their relationships. We’ve been seeing businesses, public services, staff, and customers, all coping with EXTREMES - and many, stepping into unknown territory to go the extra mile to HELP one another. In this episode, I want us to look at THE BIG PICTURE of why customer experience has become so important today, and why - “It’s time to stop juggling, and start creating value” It’s taken a global crisis to re-focus businesses and public...
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006 The Keeping Improvement Continuous Challenge
Getting CX right with CTMA (hosted by Paul Linnell)
The need to keep up the momentum of continuous improvement, and keep pace with the changing needs, wants and expectations of customers, never ends. The drive to improve what customers experience has been around for so long that by now, most organisations have “given-it-a-go” several times! Over the years, these projects and disciplines have been know by many names: “customer service”, “customer satisfaction”, “customer loyalty”, “service quality”, “customer first”, “customer centricity”, “first choice” and “CX” to name but a few! Each time a new...
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005 The People Engagement Challenge
Getting CX right with CTMA (hosted by Paul Linnell)
The ultimate success of a customer experience improvement programme, depends on the successful involvement, development and nurturing of leadership, skills, collaboration and the engagement of all the people who work in an organisation, and its suppliers and business partners. So many customer experience improvement programmes, underperform, get stuck, or fail to start, because they are not treated as a significant business transformation, and they didn’t place enough attention on involving everyone in the transformation process. That’s why, when it comes to Getting CX Right, we put...
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004 The Enterprise Engagement Challenge
Getting CX right with CTMA (hosted by Paul Linnell)
It’s a major challenge to transform an organisation, its departmental and hierarchical mindset, its processes and disciplines, its expertise, talent and creativity into a successful, unified and adaptive, Customer-Driven Enterprise. But organisations that don’t treat their customer experience programme as an enterprise-wide transformation, are typically hindered by a lack of strategic purpose, limited cooperation, and an absence of measurable benefits. It’s no wonder that so many organisations seem to have a history of multiple attempts to launch projects to improve “customer...
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003 The Setting Priorities and Taking Action Challenge
Getting CX right with CTMA (hosted by Paul Linnell)
A staggering finding from one of our benchmarking studies of top 200 companies and public sector bodies showed how few organisations effectively use data from customer feedback and surveys to drive improvements and take action. Many seem to have their CX improvement “take action switch” set to a default setting of “INACTION”, instead of a setting of “LET’S TAKE ACTION”.
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002 The Measurement and Accountability Challenge
Getting CX right with CTMA (hosted by Paul Linnell)
There seems to be something very wrong with the way many businesses, and public services, measure their customers’ experience. Their customer experience metrics seem to mask potential failure, mystify effective management, absolve accountability, and do nothing to drive actions to improve.
info_outlineIn this launch episode I want to let you know what this podcast series is all about, and why it’s so important to you and your organisation now. We’re on a mission: to demystify customer experience and put the power of success in your hands, so you can take control and manage your customers’ experiences, before they ‘take over the wheel’ and manage yours.
In this podcast series, I’m going to tackle some of the big challenges that often block the path to delivering effective customer experiences, and answer some of the big questions standing in the way of progress:
- Why should we bother to improve customer experience?
- Why does it seem that customer excellence is so rare and so hard to achieve?
- What’s the right way to measure customer experience so that:
- You know the impact it has on your organisation’s success, and...
- You know what to do to improve it?
- How do you set priorities for improvement, and calculate the ROI?
- How can you break through the organisation’s hierarchies and departmental barriers and get everyone involved?
- And then, how do you keep everyone involved?
During the series, I’ll be revisiting some of the tough moments I’ve shared with clients over the past 25 years, in a wide range of industries, from airlines to banks, local government to passenger ferries, pharmaceutical and railway companies, telcos, power companies, government agencies and more…
I’ll be sharing some of the strategies and frameworks we’ve developed to help them unblock their path to customer excellence, and some of the techniques we teach during our leadership training and coaching programmes. I’ll also be using some of the findings from our industry-wide customer experience studies and ongoing measurement programmes - to help you put some real numbers into why it’s so important to get customer experience right.
We’ve prepared a short CTMA “Practice Guide” to help you assess where your organisation’s customer experience programme may be at risk. It summarises, from our experience, “Six Key Reasons why Customer Experience Improvement Programmes Underperform, Get Stuck or Fail to Start”.
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