Improve financial performance with an effective Customer Experience Improvement Strategy - 5 April 2018 (On Demand)


Customer experience and the bottom-line

Justifying investment in customer experience management and projects to improve customer service is often a struggle. However, all is not lost!

This webinar, accountants, lawyers, business advisors, consultants, business owners, and senior customer-driven executives, cuts through the rhetoric of “customer satisfaction” and reveals the compelling financial reasons why business today is ALL about Customer Experience.

Using a combination of case studies, benchmarks and research, it will help you develop the business case for improving customer experience. It examines how to calculate the cost of poor service, identify key service improvement strategies, and how to estimate potential returns on service investment.

It will provide insights into why good customer experiences are important and how it should be measured and incorporated as a financial performance metric.


The webinar will provide attendees with a clear understanding of the financial risks from poor service and bad customer experiences and an approach to how these risks can be mitigated.


5 April 2018


Accountants, lawyers, business advisors, consultants, business owners, and senior customer-driven executives who have an influence on driving business excellence and success in their own, or their clients’ organisations. The webinar provides valuable insights to beginners and senior practitioners alike.


Paul Linnell, Managing Director, CTMA New Zealand Ltd

1.25 CPD Hours

  • On Demand Event
    Complete online in your own time (Self-paced)
    • $180.00 excl. GST

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Our webinars operate on a 'one-connection-one-fee' basis so you can have your whole team participate for one cost effective price and claim CPD points.


All registrants that do not log into the live webinar are automatically sent a recording either later the same day or early the next business day.

If you did log in and wish to view again simply drop us a line at NZ‑ and we’ll be happy to send it to you via email.

Sole practitioners

A discount on webinars is available for sole practitioners. Please contact us at NZ‑ to confirm eligibility.