Getting CX right with CTMA (hosted by Paul Linnell)

The podcast series to put the power of success in your hands, and help you expose the myths, master the methods, conquer the challenges, and enjoy the benefits of having happy, loyal, and supportive customers, by getting customer experience right!

Customer experience has become one of the most talked-about, but high-risk and reluctant areas of business investment. Everyone seems to agree it’s important, but find it hard to justify why it’s important, why it should be improved, how much should be spent on it, and even, on what it should be spent!

Join me in this podcast series where I’ll be tackling some of the big challenges that often block the path to delivering effective customer experiences, and helping you to answer some of the big questions that often stand in the way of progress.

011 How to Lose Customers - without really trying!

Aug 31, 2022

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...

010 Getting CX right, when everything seems to be going wrong!

Jul 31, 2022

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...

009 The Four Alternate Realities of the Corporate-Customer Universe

Jun 30, 2022

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...

008 Questions your Leadership Team needs to get Answered - even if they haven’t yet asked

May 31, 2022

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...

007 It’s time to stop juggling and start creating value

Apr 29, 2022

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...