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Bollington Insurance, one of the largest and most successful independent insurance brokers in the UK, has recorded 'exceptional' customer service levels under the independent Investor in Customers (IIC) assessment process. There were consistent increases in both staff and c...
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We've all heard the saying 'The customer knows best'. So while some companies may take these complaints with a pinch of salt, we don't. After all, a happy customer = a happy business. 1. Automated telephone systems 'Press 1 for this', 'press 3 for that' - the customer's ...
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Yorkshire founded retirement finance specialist, Age Partnership breaks yet another record, in what's turning into a boom period for the company. Age Partnership has seen their employee numbers grow by 25% the past 3 months, as the number of people using their services hits...
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There has been an excellent example this week of how much more coverage a bad customer experience story can get over social media, as opposed to a good story. United Airlines have been all over the news feeds for, not only the dreadful treatment of their passenger by their...
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We've analysed hundreds of thousands of questionnaires, completed by staff and customers across a broad range of industries, from finance to waste management. And, time and time again, it's the same four questions are flagged as areas of concern: Does your business really...
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Four steps to success We like to ask our clients what they do to ensure quality service for all their customers. Here's one client's recipe for success. Encourage staff to take responsibility From start to finish, you want your customers to feel valued. So if a problem ar...
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Hero of the week

March 30, 2017
Our hero of the week goes to one of the staff at Holiday Inn Express in Edinburgh this week. My MD left his luggage with reception whilst he attended a business meeting in the city in the morning. He came back to the hotel to do some work before his next meeting. The re...
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The simple answer is 'yes', of course. But why is that? Customer loyalty starts with committed and motivated employees, so it's important to keep them satisfied. Our assessments regularly raise this as an issue though, with employees scoring nearly one point (out of 10) ...
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So you're thinking about starting the Investor in Customers journey to evaluate what your customer service is really like. But what does it involve and, crucially, does it work? Our assessment model is based on detailed academic research and case studies. An independent a...
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