We help companies deliver the type of customer service that gets people talking.

You want customers to tell friends and colleagues they've had a great service experience, staff to share their latest ideas to make customer service better, managers to talk about customer service at meetings. Achieve that, and you will increase customer satisfaction, improve productivity and create more profitable business.

Of course it's about more than just talking – and that's where we come in. You'll recognise many of our clients – they're great people to do business with – why not join them?

"The RAC's Delivering Exceptional Service programme is designed to drive value and loyalty from every customer interaction. Cape Consulting's Experience Audit identified how we could create a tangible quality to the conversations we hold with customers to make them special and reinforce the RAC brand. Their customer focused training and leadership coaching techniques have created the right mindset and approach amongst our managers and front line people across all our breakdown centres.

'Delivering Exceptional Service' has become business as usual through regular measurement and monitoring. With Cape Consulting's expert guidance we have achieved an outstanding 80% Net Promoter® Score - amongst the very best reported by companies using this measure. We have reduced our operational costs as well as improving our customer experience - a powerful combination that is delivering tangible value to the business."

Kate Burn, Head of Contact Delivery
RAC

F&C Investments scoops third place in the UK’s biggest ever independent call centre benchmarking exercise.

The study organised by Call Centre Focus and conducted by GfK NOP, involved 20,000 mystery shopper calls to 50 well-known brands. Winners were First Direct, but F&C Investments were delighted with their third place, which placed them ahead of Lloyds TSB and Laithwaites and many other household names. The Top 50 Call Centres for Customer Service awards were presented at a Gala evening in October and details of the winners were published in The Times on Saturday 15th November.

Cheryl Robertson, Director of Client Services said "We have been focused on delivering distinctive experiences for our customers for some time now and it is thrilling for the team to receive this recognition and be up there with the best. We initially engaged the customer service consultancy, Cape Consulting, to assess our customers’ experiences and advise us on what would make us distinctive. Their recommendations were fundamental to the development of the call quality assessment tools, training, coaching and measurement processes we implemented. We are very keen to retain our industry leading position and continue to develop our service in response to customer feedback."

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 dentify 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