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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.

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  2. 008 Questions your Leadership Team needs to get Answered - even if they haven’t yet asked

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 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 sure the good things keep happening and the bad things stop.

If “customer experience” and “ways to improve it” isn’t a scheduled leadership and board-room topic in your organisation, it may be because it hasn’t yet been given the vocabulary, metrics or agenda to make it measurable, accountable and actionable.

In this episode I want to close that gap by offering a set of baseline questions your leadership team needs to get answered – even if they haven’t yet asked!

And indeed, if you are a member of the leadership team, these are the key customer experience questions you should be asking.

The answers to these questions will empower your leadership team to give your customer experience improvement programme the energy and support it deserves.

Practice guide

We’ve prepared a CTMA Practice Guide “Baseline Questions your Leadership Team needs to get Answered” that summarises the key points in this episode.
 Request your copy here 

Also mentioned in this episode