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Published articles
Manager, The British Journal of
the Institute of Management published a review of
'Customer Loyalty, a guide for time-travelers' the
book on gaining loyal customers written by Lyn Etherington
and Sionade Robinson, published by Palgrave Macmillan.
To
download a PDF of this article, click here
 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 explain how this will maximise
their profitability.
Recommended price: £25.00.
ISBN:1-4039-9763-2
For
more information, please click here
Ever been inspired by Mr & Mrs
Average? - Customer Management
Jamie Craig looks at the dangers of being 'average'
when it comes to your customer service and management offering
- and shows how to excel rather than just get by.
To
download a PDF of the article, click here
Better Business Focus
Better Business Focus
includes Sionade Robinson's article 'Winning the Customer
Loyalty War' and Lyn Etherington's article 'How to Inspire
a Marriage made in Heaven'.
To
download a pdf of these articles, click here
A case study by our client, Norwich
Union:
'Customer Service'
Insurance Brokers' Monthly
John Willmott, Director of Customer Service,
Norwich Union discusses the importance of retaining customers
through service in the price competitive
retail insurance services market and how Cape Consulting's
approach helped Norwich Union improve retention and increase
sales.
To
download the article by John Willmott, click here (PDF)
Also published in:
Stakeholder Magazine, 'Transforming 'good' customer service
into 'great''
Business Now, 'The key relationship builders that keep your
customers'
Internal Communication, 'A new dimension in customer service'
'How to inspire a marriage made in heaven'
Internal Communication
Lyn Etherington's article Customer Service:
'How to inspire a marriage made in heaven' has been covered
in Internal Communication and Customer Management. Also available
on ContactCentreLink.com and Customer Management Community
websites.
To
download Lyn Etherington's article 'How to inspire a marriage
made in heaven'. click here (PDF)
Also published in:
Best Practice (Accountancy Age), 'The gold star service'
Management Services, "How to inspire a marraige made
in heaven'
Developing HR Strategy, 'Customer service: how to inspire
a marriage made in heaven'
London Business Matters, 'Building
a relationship',
'Worth their weight in gold'
Sales & Marketing Professional.
Brenda Stewart's article explains why finding
out what keeps your B2B customers happy can increase your
business by as much as 50%
To
download Brenda Stewart's article 'Worth their weight in gold'
click here (PDF)
Also published in:
CRM
and Contact Centre (Features Section). To visit the CRM website,
click here.
Direct Marketing International, 'Romancing
the contract'
Engineering Management, 'The key to winning and keeping business-to-business
customers'
Utility Week, 'Business brains',
Printing World, 'Good relations'
Business & Commerce, 'The key to winning and keeping business-to-business
customers'
'Why real time is the real thing
for customer service'
Customer Management
An article by Brenda Stewart who discusses
how business benefits can be achieved by using real time performance
measurement.
To
download the Customer Management article 'Why real time is
the real thing for customer service' click on the links:
Customer
Management article (PDF)
Customer
Management article (MSWord)
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The article on 'Winning
the customer loyalty war' continues to attract coverage in
the business media
The article identifying what
companies need to do to create a base of loyal customers.
Relevant to just about any consumer business,
the article appeared in Customer Management, Sales & Marketing
Management, Call Centre Focus, Utility Week, Retail Technology,
Human Resources, London Business Matters, Isle of Man Examiner,
Business Echo, European CEO, Business Money, Call Centre Europe,
and Employment Review, ABTA and Direct Marketing International.
The coverage in Sales and Marketing magazine includes details
of the key behaviours necessary to build customer loyalty
and a brief case study on two companies, Norwich Union and
Saga Group, that see customer loyalty as critical to their
success.
To
download the article on 'Winning the customer
loyalty war', click here (PDF)
'Sexy brand,
but where's the passion?'
For service brands, staff
contact is all. Customers experience service as it is happening,
so the way it is delivered will be the main influence on how
it is judged. This short article discusses how to bring service
brand values to life for people at the front-line.
To download our Service
Brands article click on the links: Service
Brands
article (PDF)
Service
Brands
article
(MSWord)
Research shows 'provable' link between
good customer service and financial benefit for vendors
Launching research demonstrating that there
is a clear financial basis for the widely-accepted view that
offering customers good service makes good business sense.
To
see the press release, click here (MSWord)
To
download the related article, 'Winning
the customer loyalty war', click here (PDF)
Business Money
To
download the Business Money coverage of 'Winning the battle
for customer loyalty' click here (PDF)
Call
Centre Focus
To
download Call Centre Focus article 'Providing customers better
service makes financial sense for companies', click here (PDF)
Utility Week
To download the short article printed in
Utility Week on the hot topic - Good customer service makes
financial sense,
click here (PDF)
'Feedback from the front-line'
Quality World
Brenda Stewart discusses how to make customer
satisfaction measurement a truly effective tool to drive change.
Click
here to download the article (PDF)
'Measuring Business Excellence'
'Delivering the brand promise of the man from
the PRU'
Lyn Etherington discusses how Prudential General
Insurance used research amongst customers and staff to develop
a service model focusing on personalised service and creating
customer loyalty.
Click
here to download the article (PDF)
'Measuring Business Excellence'
A 'Viewpoint' in which Brenda Stewart discusses
why customer satisfaction research often fails to get results.
Click
here to download the article (PDF)
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