We are privileged to have work with some really great companies and helped them to create a better understanding of their customers – enabling them to improve their service experience and develop stronger ongoing relationships with their customers. We have received many really great comments and below are the edited highlights. If you would like to talk to us about improving your customer service experience then call us today.
F&C Investments“We engaged Lyn to help us achieve our key objective of providing excellent customer service.Over the last few years, her sterling work helped us to change the mindset of our people, including senior management, so that we now focus on both the experience we provide for customers and the financial return.We were delighted recently to be recognised as the UK’s no 1 Call Centre for Customer Service – Lyn and Cape Consulting definately helped us to get there. A very talented lady and an expert in her field – highly recommended!”
Cheryl Robertson
Director Retail Client Services
Hibernian General Insurance“Measuring Net Promoter Score in isolation is of limited benefit – just a snapshot of the customer view. Two factors make Cape Consulting stand out from the norm. They took the trouble to get to know my business, using this knowledge to inform their analysis. Their methodology combines the theory of NPS with the practical “Loyalty Building Experiences” to give me concrete steps to improve my processes and interactions with our customers.Generally speaking I am not a fan of consultants. I am a fan of Lyn Etherington!”
Brian O’Connor, Executive Manager,
Claims Hibernian General Insurance
Crown Pet Foods“I’d just like to say how impressed I was with the focussed approach to our helpline’s training – and how already we are reaping the rewards!”
Dr Pauline Devlin
Director of Scientific Communications & Corporate Affairs
Bank of Ireland“The Bank hired Cape Consulting to give clarity about service and measure performance, to define what good service looks like and what you need to do to deliver it. They helped set our standards for excellent service and designed training programmes to ensure we met them. Our long-term commitment to building superior customer service, initiated with Cape, has so far brought a 15-point improvement in customer satisfaction and helped improve staff engagement.”
Brian Lande
Programme Manager, Customer Service Programme
Royal Bank of Scotland“The Bank launched Helpful Banking in 2010 and since then we have worked in partnership with Cape Consulting to make it become a reality in Telephony. Cape Consulting helped us diagnose what our front-line staff needed to do better to deliver the Helpful Banking promise and worked closely with us to develop a behavioural change programme that all of our staff have attended. They helped us modify how we assess our calls and developed our team leaders to coach improvements in a way that has really changed how we operate. Our Customer Charter promises ‘Friendly and Helpful’ staff and as at September 2011, our customers rated our Telephony advisers at over 92% on being both ‘Friendly’ and ‘Helpful’. In addition, we are extremely proud to have made the Top 10 in the 2011 Top 50 Call Centres for Customer Service and to have been rated top bank and top large call centre – a huge achievement. I am convinced that our partnership with Cape Consulting has had a positive impact and helped us achieve our aim of bringing Helpful Banking to life.”
Jon Cooper, Head of Telephony Sales, Royal Bank of Scotland
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
RAC“The RAC’s Delivering Exceptional Service programme is designed to drive value and loyalty from every customer interaction. Cape Consulting’s Experience Audit identified how we could create a tangible quality to the conversations we hold with customers to make them special and reinforce the RAC brand. Their customer focused training and leadership coaching techniques have created the right mindset and approach amongst our managers and front line people across all our breakdown centres.‘Delivering Exceptional Service’ has become business as usual through regular measurement and monitoring. With Cape Consulting’s expert guidance we have achieved an outstanding 80% Net Promoter® Score – amongst the very best reported by companies using this measure. We have reduced our operational costs as well as improving our customer experience – a powerful combination that is delivering tangible value to the business.”
Kate Burn,
Head of Contact Delivery, RAC
Shipowners’ Protection“Cape Consulting transformed our understanding of how all staff could contribute to the development of a focused service culture throughout the company. They were rigorous and challenging, yet supportive, throughout the process.”
Charles Hume,
Chief Executive Shipowners’ Protection Ltd
Pitcher & Piano“I have found Cape Consulting to be a great company to use and work with. I have used their services for several years now and will continue to do so. The professionalism and attention to detail is consistent and a real credit to them. Their services come highly recommended from me and they have proven to be a great asset to what I do with Pitcher & Piano’s Academy programme.”
Jon Lewis
Training and Recruitment Manager, Pitcher & Piano
Virgin Atlantic“Customer service is already a passion at Virgin Atlantic and although we have only been working with Cape Consulting for a short time the Coaching for Service Excellence Programme™, by energising our people and helping to focus their potential, looks set to deliver lasting results that our customers will notice.”
Julie Robinson
Director of Service Delivery, Virgin Atlantic
McCarthy & Stone“We achieved a clean sweep in the latest House Building Federation’s Survey with a first in every question! The survey is carried out on the HBF’s behalf by the National House Building Federation and is undertaken amongst home buyers of 24 different companies.. A lot of our success is down to Cape Consulting and the attitudes that have been developed within McCarthy & Stone over the last seven or eight years.”
Derek Field,
Regional Director, McCarthy & Stone
Citroën UK Limited“Citroën UK is committed to implementing programmes across its dealer network aimed at improving quality and customer service. Cape Consulting’s Service Performance Measurement System™ has received far greater buy-in and support from our dealers than any other programme and this has led to sustainable improvements in the service we deliver to our customers.”
Bill Jeffries
National Dealer Training Manager, Citroën UK Limited
Portman Building Society“We could have designed our customer satisfaction measures based on what we thought we should ask, but we recognised the importance of developing these measures around what our customers really wanted. The initial investment in customer insight undertaken by Cape Consulting was a very important stage in developing our customer service proposition and the results have been very beneficial.”
Paula Chapman
Associate Director – Customer Experience, Portman Building Society
SunGard Vivista“The Cape Consulting insight into what our customers value about our services and our people has helped us to develop our strategic approach in the managed services area of our business. We are sure this will reap benefits in terms of retained business and new customers.Their in depth and detailed findings give us clarity of direction and has generated internal support for change. We appreciated their professional style and have enjoyed working with them”
David Williams, Managed Services Director
SunGard Vivista
Other clients include…
Allianz Insurance, Dextra Solutions, Lloyds TSB, Partnerships UK, Sport England, The Woolwich, WS Atkins plc
