Cape Consulting – customer service consulting; customer experience consultants; increasing profits through service

We help companies to improve their customer experiences and our customer experience consultants help drive retention and loyalty through our proven approach to customer research and customer service consulting.

You want customers to recommend you – to tell others they’ve had a great service experience, staff to share their ideas for improving the customer experience, managers to measure their success at delivering excellent service. Our customer service consulting methodologies help you to achieve this - and to increase customer satisfaction (and Net Promoter); to improve productivity and create a 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 who have benefitted from our customer experience consultants services – 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 first place in the Top 50 Call Centres for Customer Service 2009 – the UK’s biggest ever independent call centre benchmarking exercise.

New independent research conducted by GfK NOP involving over 17,000 mystery shopper calls to over 50 well-known brands showed that the best companies are improving their customer service experience to better improve customer loyalty during the recession. F&C Investments knocked last year’s winners First Direct off the top spot to claim the award as overall top performer for 2009. F&C Investments finished above many major brands such as First Direct, Aviva, Orange and Virgin Atlantic. The Top 50 Call Centres for Customer Service awards were presented at a Gala evening in October and will be published in The Times on 7th November.

Cheryl Robertson, Director of Client Services said "We have been focussed on customer experience improvement for some time now and it is thrilling for the team to receive this recognition and to scoop the top award. We initially engaged Lyn Etherington, of Cape Consulting, in 2006 and have worked closely together to shape our approach to improving our customers’ experiences and building customer loyalty. Lyn and her team’s advice and recommendations were fundamental to our customer experience improvement programme and we feel they have helped us create our distinctive position. We are delighted with the award and are keen to retain our industry leading position and will 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 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