Lyn
Etherington
Lyn advises clients how to develop customer service strategies that will drive loyalty and retention and assists clients in delivering programmes that bring these strategies to life in a quantifiable and cost effective way. Lyn also speaks and writes on customer service and co-authored 'Customer Loyalty - A Guide for Time Travellers’.
Location:
United Kingdom
Qualifications:
Disciplines:
Sales, Customer Service.
Industry Sectors:
Automotive, Energy & Utilities...Show More
Automotive, Energy & Utilities, Financial Services, Professional Services, Retail, Services, Telecommunications, Transportation, Public Sector, Local Government.
...Show Less
Practice Groups:
Customer Service
Languages:
English.
Allianz Insurance
Client Contact:
Retail General Manager
Industry Sector:
Financial Services
Discipline:
Customer Service
The Challenge:
In seeking to understand how we could grow our business through brokers, research clearly told us that brokers wanted us to demonstrate a better understanding... read moreIn seeking to understand how we could grow our business through brokers, research clearly told us that brokers wanted us to demonstrate a better understanding of their business and to build stronger relationships with them.
The Solution
We engaged Cape Consulting to help us on this important transformation. Their Experience Audit identified the behavioural ‘gap’ between the experience we were delivering and... read moreWe engaged Cape Consulting to help us on this important transformation. Their Experience Audit identified the behavioural ‘gap’ between the experience we were delivering and where we needed to be. The behavioural change programme that we implemented was underpinned by our Broker Experience Model – ‘Their Business: Our Focus’ – which Cape helped us to create.
The Results:
For Allianz, Net Promoter Score® (NPS) – that is, customers’ preparedness to recommend - is a key performance indicator. This programme has directly contributed to... read moreFor Allianz, Net Promoter Score® (NPS) – that is, customers’ preparedness to recommend - is a key performance indicator. This programme has directly contributed to our NPS improvement of 20 points over the past 18 months. And this has happened at a time when we have reduced our staffing numbers and contained our average handling time. We might reasonably have expected our call lengths to increase as we delivered more ‘individual’ experiences but this hasn’t been the case.
Cape’s style of intervention has ensured that our people feel engaged and committed to the new way of working; our operational management have been fully supported so that the Broker Model and how it is managed and measured is now business as usual; I am convinced that this has created a differentiated service that brokers value.
RAC
Client Contact:
Head of Contact Delivery
Industry Sector:
Services
Discipline:
Customer Service
The Challenge:
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... read moreThe 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.
The Solution
Cape Consulting's customer focused training and leadership coaching techniques have created the right mindset and approach amongst our managers and front line people across all... read moreCape Consulting's 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.
The Results:
'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... read more'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
Cape Consulting
Position Held:
Founder and Director
Business Type:
Management Consultancy
Industry Sector:
Professional Services
Overview:
Cape Consulting advises on strategies to deliver measurable improvements in customer service that create increased retention and loyalty. Our clients include Allianz Insurance, Aviva, F&C Investments, RAC, Royal Bank of Scotland Group, McCarthy & Stone, and Saga Group. Our approach combines customer research with customer service consulting to develop a clear ‘Customer Experience Model’ that becomes the cornerstone of our client’s customer strategy and behavioural change programme. Over the past 15 years, Cape Consulting has developed proven methodologies that deliver sustainable improvements to the customer experience and key business metrics.
For further information please visit our website at www.capeconsulting.com
KIA Limited
Position Held:
Consultant / Managing Director
Business Type:
Management Consultancy
Industry Sector:
Professional Services
Overview:
A niche consultancy firm specialising in service management consultancy. Lyn was initially recruited as a Consultant but was soon promoted to become Managing Director. Worked extensively in Northern Europe, and particularly Scandinavia, a world leader in customer service theory and practice.
Granada Microcomputers Ltd (Granada Group plc)
Position Held:
Marketing Director
Business Type:
Computer Sales
Industry Sector:
Services
Overview:
Lyn was part of the management team that established a PC Division within Granada Group at a time when PC retailing was in its infancy. Responsible for building strong teams and generating impressive revenue growth. Worked with Granada’s main board Directors in setting strategy, opening retail stores and focusing on B2B solutions-based marketing propositions.