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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