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What our
clients say - Norwich Union
“Customer loyalty is absolutely central
to our overall strategic development. This has been a truly
transforming initiative; not only transforming the quality
of the customer relationship but also the enjoyment call centre
agents find in their work. When we first met Cape Consulting
they emphasised the commercial benefits of their work and
we have found this initiative to be a highly effective one
for us. Sales are up by 14%, failure demand is down by 20%,
motivation is up and more customers are willing to recommend
us to others.”
John Willmott, Director of Operational
Change
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What our
clients say -
Prudential General Insurance
"We learned from the research that what our
customers really wanted was a more personalised service. With
Cape's help we have clearly defined how we want customers
to feel and are using this as a basis of modifying our service
strategy."
Martin Howard, Customer Services Director
Prudential General Insurance
To
read an article about Prudential GI's service strategy, click
here
Click
here for more clients' comments
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