I work internationally (online and in-person) with senior managers and their teams to help them reduce the risk of poor service, and build customer loyalty and advocacy by improving customer experiences.

My Podcast Series:

Check-out my podcast series: “Getting CX Right with CTMA” and subscribe on your favourite podcast platform

My Book:

“Customer Tuned Management Attitude”, (CTMA) is a mind-set, a framework and a practical approach to a help a business, or a public sector organisation, become a sustainable and successful “Adaptive Customer-Driven Enterprise”. And now it’s a book too! :-)

I’ve taken a selection of the frameworks, tools, tips and techniques that we’ve been using with clients over a period of more than 30 years, and put them into a book to describe “the WHY”, “the WHAT” and “the HOW” of getting CX right!

“Customer Tuned Management Attitude”(the book) is divided into three parts that follow a journey from conceptual foundations, backed by research and analysis, through to a series of practical tools and techniques that can be adapted and used to help turn a customer experience vision, into a profitable and cost-effective customer experience reality.

There’s more about the book on our website at: https://ctmaworld.com/books/

... and for anyone looking for a copy to help give their CX improvement programme a boost, its available at - you guessed it - Amazon Books: https://www.amazon.com/dp/0473765012

My Background:

Working with more than 30 major companies and public sector bodies over the past 20 years in Europe, North America, the Middle East and Oceania, I have developed a set of unique and valuable skills, frameworks and tools, specialising in the design and deployment of customer experience management, service quality improvement, customer service and voice of the customer programmes.

CTMA

In 2002 I founded service quality improvement firm, CTMA, to provide guidance, measurement, tools, techniques and feedback channels to help organisations become more successful by learning more from their customers and making it easy for customers to give feedback.

I’m also a regular speaker and conference chair. During the past 15 years I have spoken at numerous customer experience conferences, industry forums and workshops in the UK, Europe, North America, Australia and New Zealand.

Ways we can help

If your organisation is faced with a customer experience challenge I’d be very happy to hear about it and to explore any ways we may be able to help. Please get in touch.

... Oh yes, I’m also involved in film, TV and radio.