Developing your people to deliver excellence and drive customer loyalty
Lyn Etherington, author, consultant and MD at Cape Consulting shares research results and practical insights about how the behaviour of those in direct customer contact can be developed to deliver excellence and drive customer loyalty. Building upon research in to the 8 ‘Loyalty Building Experiences’ and referencing other research about behavioural impact, Lyn will give practical insight in to how people can make a real difference to business performance.
- Understand the behaviours that can drive customer loyalty
- Uncover the 5 Characteristics of Success in delivering excellence through people
Lyn Etherington has consulted on customer service since 1990 and founded Cape Consulting in 1996. Her focus is to advise both business-to-business and business-to-consumer clients on developing and delivering customer service strategies that lead to measurable improvements in loyalty and retention and so positively impact the bottom line.
Cape Consulting delivers sustainable behavioural improvement programmes through consultancy, training, coaching and service measurement techniques.
Lyn regularly speaks on customer service and customer loyalty and has co-authored the book entitled ‘Customer Loyalty, a guide for time travelers’.
Many blue chip organisations are clients including F&C Investments (twice winner of the UK’s Top 50 Call Centres for Customer Service); Allianz Insurance; Royal Bank of Scotland; Hiscox Insurance; Photobox; Danone Nutrition; Surrey County Council; and the RAC.