Speaking engagements

Call Centre Expo and Customer Management Expo 16th & 17th September 2008, NEC, Birmingham

Kate Burn, Head of Contact Centre Delivery, RAC Rescue Services will be speaking at the conference with Lyn Etherington on 'Improving both customers' experiences and operational efficiencies.'

They will be presenting RAC Rescue's experiences and covering

• how RAC Rescue delivers seamless experiences across all customer touch points including their roadside teams
• why, where customer service is already good, the 'voice of the customer' is key in creating buy-in for change
• how to develop and embed behaviours that deliver exceptional service
• exploring how to make customers feel good - even in times of distress
• how an inflation-beating service can be delivered whilst improving the customer experience.

To find out more about the conference click on the link:http://www.callcentre-expo.co.uk

ICS Annual Conference 21-22 October 2008, Radisson Edwardian Hotel, Heathrow

Lyn Etherington is speaking in a debate on 22 October at the Institute of Customer Service conference. The Motion is:

'This house believes that attempts by organisations to increase productivity, including deployment of technologies to supposedly improve customer service, is in fact the cause of huge declines in customer service deliered by organisations in most sectors of industry and government in this country.'

To find out more about the conference click on the link: http://www.instituteofcustomerservice.com

Lyn Etherington spoke at at a Loyalty and Reward seminar in Johannesburg on 19th October 2007. She delivered a talk entitled 'The secret of winning lasting customer loyalty in service businesses'. Her presentation explored the need to involve the whole organisation in delivering excellent service to customers; examined just how good service needs to be to win loyalty; how to generate increased sales and cut costs and, importantly, how to measure success.

The Society of Consumer Affairs Professionals in Europe (SOCAP) Annual Conference was held on 4th and 5th October 2007. Lyn Etherington was amongst the speakers at the Conference which was held at the Tower of London. Lyn discussed strategies for loyalty and retention in the financial services sector and used a case study to highlight the significant benefits of generating more loyal customers.

For information about SOCAP and future events, click on the link:http://www.socapie.eu

Lyn Etherington spoke at the 2007 Customer Strategy & Management Conference held at the NEC, Birmingham in September. Lyn talked on the theme 'Customer Churn is driven by suppliers, not customers'. She examined why many businesses promote customer churn as part of their business model and addressed the benefits to be gained from customer retention strategies.

For more coverage of the 2007 CCF Conference and details for 2008 click on the link:

http://www.customer-event.co.uk

Effective customer service delivery in the public sector: Lyn Etherington spoke about delivering measurable improvements in customer service at a public sector conference organised by The House Magazine

To see Lyn Etherington's presentation click here (PowerPoint)

Lyn Etherington speaks at public sector conference. Lyn Etherington spoke at a conference organised by the weekly parliamentary journal 'The House Magazine'. The conference theme was 'Effective customer service delivery in the public sector', Lyn spoke about delivering measurable improvements in customer service. Conference delegates included managers from across government and local government.

To see Lyn Etherington's presentation click here (PowerPoint)

Marketing Week, Service Brands Forum -

Cape Consulting Director, Lyn Etherington chaired a discussion at Marketing Week's, Service Brands Forum.

To see the news item click here (MSWord)

To find out more about Lyn Etherington's presentation, click here (Powerpoint)

For a summary of key points from each speaker at the conference, click here (MSWord)

Cape Consulting invited to speak at Athens Conference. Dr Sionade Robinson was a guest speaker at the prestigious SAP Business Forum conference held in Athens.

The theme of the conference was 'The Challenge of Driving Innovation' and it attracted 1300 delegates. Other invited speakers were drawn from global organisations, Siemens, Ernst & Young, Accenture and Gartner.

Dr Sionade Robinson, Cape Consulting UK and Alexis Zitrides Cape Consulting Greece combined forces to present a lively session on 'Customers' expectations from Customer Relationship Management.'

Sionade and Alexis presented the argument that to realise the full benefits of CRM, organisations must work with their operational units to make sure that their systems and processes support the behaviours of excellent service. The presentation was illustrated with a case study describing Cape Consulting's recent research that identifies Key Relationship Builders and the business value in developing a loyal customer base.

To see the full presentation, click here (PowerPoint)

News archive

House buyers vote McCarthy & Stone Britain’s Best Builder once again

Cape Consulting’s client and Britain’s leading retirement builder has once again been voted “Best National Builder” in the 2004, Daily Express British Housebuilder Awards. What’s more, the company also added the Gold Award in the volume housebuilder category - for builders selling over 751 units - to its string of British Housebuilder titles. This makes it six years’ running that the company has taken a Gold Award in the only industry awards scheme where the customers’ vote decides the outcome.

Placing the company ahead of 352 different housebuilders, including such well known names as George Wimpey, Barratt Homes, Persimmon Homes and Redrow Homes, customers voted McCarthy & Stone top, or second in all 11 categories measured during judging. Categories included such crucial areas as: “the helpfulness of sales staff”, “the help and advice given throughout the homebuying process” and “the condition of a customer’s home on moving day”.

McCarthy & Stone, having pioneered the design and construction of tailor made flats for the retired homebuyer, prides itself on the care it takes of its customers. Keith Lovelock, Chief Executive said: “We provide properties for one of the most discerning groups of home buyers in the country. If the customer service we offer is not up to scratch, they are the first to let us know. We are very proud to have been voted No.1 for five consecutive years in the British Housebuilder Awards and particularly delighted to have claimed the highest accolade of all, Best National Builder in 2003.”