Latest Voicofthecustomer Podcast Episodes

011 How to Lose Customers - without really trying!

Getting CX right with CTMA (hosted by Paul Linnell) - August 31, 2022 09:13 - 14 minutes
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 ...

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

Getting CX right with CTMA (hosted by Paul Linnell) - July 31, 2022 10:34 - 17 minutes
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, trave...

009 The Four Alternate Realities of the Corporate-Customer Universe

Getting CX right with CTMA (hosted by Paul Linnell) - June 30, 2022 11:07 - 18 minutes
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 cha...

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) - May 31, 2022 03:46 - 14 minutes
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 k...

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

Getting CX right with CTMA (hosted by Paul Linnell) - April 29, 2022 15:19 - 22 minutes
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...

006 The Keeping Improvement Continuous Challenge

Getting CX right with CTMA (hosted by Paul Linnell) - March 31, 2022 03:24 - 16 minutes
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!  Ov...

005 The People Engagement Challenge

Getting CX right with CTMA (hosted by Paul Linnell) - February 28, 2022 04:15 - 12 minutes
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 ...

004 The Enterprise Engagement Challenge

Getting CX right with CTMA (hosted by Paul Linnell) - January 31, 2022 20:41 - 13 minutes
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 p...

003 The Setting Priorities and Taking Action Challenge

Getting CX right with CTMA (hosted by Paul Linnell) - December 31, 2021 00:18 - 14 minutes
A staggering finding from one of our benchmarking studies of top 200 companies 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 “I...

002 The Measurement and Accountability Challenge

Getting CX right with CTMA (hosted by Paul Linnell) - November 22, 2021 22:49 - 20 minutes
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. Th...

001 The Reality-Clarity Challenge

Getting CX right with CTMA (hosted by Paul Linnell) - October 27, 2021 23:30 - 30 minutes
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 WHY it should be improved. This can be a big enough challenge for business - where there’s an intuitive link between satisfying customers a...

000 Welcome to: “Getting CX Right with CTMA”

Getting CX right with CTMA (hosted by Paul Linnell) - October 18, 2021 02:09 - 8 minutes
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’ e...