"The Bank launched Helpful Banking in 2010 and since then we have worked in partnership with Cape Consulting to make it become a reality in Telephony. Cape Consulting helped us diagnose what our front-line staff needed to do better to deliver the Helpful Banking promise and worked closely with us to develop a behavioural change programme that all of our staff have attended..."

Allianz Insurance – big improvements in Broker Net Promoter ® Score

In seeking to understand how we could grow our business through brokers, research clearly told us that brokers wanted us to demonstrate a better understanding of their business and to build stronger relationships with them.

We engaged Cape Consulting to help us on this important transformation. Their Experience Audit identified the behavioural ‘gap’ between the experience we were delivering and where we needed to be. The behavioural change programme that we implemented was underpinned by our Broker Experience Model – ‘Their Business: Our Focus’ – which Cape helped us to create.

For Allianz, Net Promoter Score® (NPS) – that is, customers’ preparedness to recommend - is a key performance indicator. This programme has directly contributed to our NPS improvement of 20 points over the past 18 months. And this has happened at a time when we have reduced our staffing numbers and contained our average handling time. We might reasonably have expected our call lengths to increase as we delivered more ‘individual’ experiences but this hasn’t been the case.

Cape’s style of intervention has ensured that our people feel engaged and committed to the new way of working; our operational management have been fully supported so that the Broker Model and how it is managed and measured is now business as usual; I am convinced that this has created a differentiated service that brokers value.

Jon Dye, General Manager, Retail
Allianz Insurance

F&C Investments takes the Number One position in the Top 50 Call Centres for Customer Service 2010 – repeating its 2009 success.

The Top 50 Call Centres for Customer Service initiative involves over 50 well-known brands in a benchmarking programme of over 18,500 mystery shopping enquiries. The programme, in its third year, is run by UBM in partnership with GfK Mystery Shopping - see www.callcentre.co.uk/top50 for further details.

F&C not only came top but beat the Financial Services sector average by over 10% - an amazing achievement. Cheryl Robertson, Director of Client Services at F&C said “We focussed in great detail on last year’s results to refine and inform our customer experience strategy and it is fantastic for the team to receive this recognition for the second time. We initially engaged Lyn Etherington, of Cape Consulting, to help us in 2006 and we have worked closely together to shape our approach to improving our customers’ experiences and building customer loyalty. Lyn’s advice and recommendations have been fundamental to our improvement programme and have helped us to create our success. We are delighted to have won this award and maintain our lead position, especially against such major brands.”

Cheryl Robertson, Director, Retail Client Services
F&C Investments

Customer Loyalty, A Guide for Time-Travelers

In their book on customer loyalty Lyn Etherington and Sionade Robinson present their view that even in the internet age, customers still love to find organisations to which they can be loyal.

The book discusses the relationship between businesses and their customers and investigates the reasons why customers want to be loyal. Lyn and Sionade provide examples of practical steps commercial organisations can take to win and maintain customer loyalty, and how this will maximise profitability. They identify how to increase the liklihood of customers being prepared to recommend to others through the development of Loyalty Building Experiences™.

Published by Palgrave MacMillan | Recommended price: £25.00 | ISBN:1-4039-9763-2