3 episodes

The customer experience 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!

Getting CX right with CTMA (hosted by Paul Linnell‪)‬ Paul Linnell

    • Business

The customer experience 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!

    The Measurement and Accountability Challenge

    The Measurement and Accountability Challenge

    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.
    In this episode I discuss a five step path to measurement and voice-of-the-customer maturity, along which many organisations set out, but only a few manage to get past the half-way point.

    • 20 min
    The Reality-Clarity Challenge

    The Reality-Clarity Challenge

    Everyone agrees that it’s nice to give customers a good experience, but there’s often a lack of clarity quantifying why it’s important, and then, justifying the reality of why it should be improved.
    In this episode I look at “The Reality-Clarity Challenge” - possibly one of the most common, least understood, and most important challenges to get right. So let’s “dig out this boulder”, see what it’s all about, and devise a plan to master it.

    • 30 min
    Welcome to: “Getting CX Right with CTMA”

    Welcome to: “Getting CX Right with CTMA”

    In 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.

    • 8 min

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