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Speaking
engagements
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)
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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.”
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