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GO FOR GOLD AND REAP THE REWARDS WITH INVESTOR IN CUSTOMERS

New accreditation levels launched for Investor in Customers Awards (IIC). 250 businesses have already been recognised for customer experience with an IIC Award. Customers are 5x more likely to buy from a company delivering great customer experience. 76% of IIC clients improve their service and scores by their second IIC assessment. 73% have seen improvement in their customers' loyalty. 77% have used their IIC findings to build employee engagement. Many report a double-digit i...

June 13, 2017

Anticipate your customer's needs

In the Investor in Customers (IIC) customer experience assessments, one of the key themes is anticipating your customer's' needs. That is, assisting them or suggesting a relevant service before they even ask; pre-empting their future requirements. Through my own personal experience, it's easy to see that it's something HSBC excel at. I'm off on my annual leave in the next couple of weeks, so I popped into my local branch to let them know I'd be using my card abroad. So far, all as expected; th...

June 7, 2017

RAM Global Solutions (Canada) receive award for Outstanding Customer Service

We are delighted to announce that RAM Global Solutions have achieved an Outstanding accreditation for Customer Service levels by the leading independent assessor, Investor in Customers (IIC). Following on from the recent success by RAM Tracking (UK) who achieved an Outstanding accreditation in their first IIC assessment in April 2016, the Canadian office undertook a rigorous month-long assessment of our customers, employees and management by IIC which measures how well we performed across the k...

June 6, 2017

Principality first building society to receive national customer service award

Principality has been recognised for its outstanding customer service to brokers with a national award from Investor in Customers (IIC). The Society's intermediary team were praised by their brokers for being 'efficient, friendly and helpful' and received two stars from IIC - narrowly missing out of receiving the top award of three stars. The IIC survey of almost 5000 brokers and staff praised the building society's intermediary team for: ·Being easy to do business with and low customer eff...

May 31, 2017

The value of client satisfaction

With an ever-crowded market, wouldn't it be easier if you could be 100% confident in your customer service? In your ability to deliver the products and services that are most important to your customers, so that they stay with you year-on-year? Let's be real; marketing is very much hit and miss. It's expensive, and success isn't guaranteed. But if you can show your customers - and potential customers - that you value them, results will follow. When companies get busy, ensuring full customer s...

May 31, 2017

BOLLINGTON INSURANCE AWARDED FOR ‘EXCEPTIONAL’ CUSTOMER SERVICE

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 customer scores since their last assessment in 2016, ensuring the company received a maximum three-star rating. Comments from customers included: "Great service with the personal touch"; "I have been with Bollington for sever...

May 22, 2017

The top 10 customer complaints

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 annoyed and confused before they've even managed to speak to someone. Don't rely on a machine - talk to your customers. 2. Passing the buck You aren't playing Hot Potato, so how is passing the customer from pillar to post b...

April 25, 2017

Age Partnership focus on what matters to achieve record results

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 an all-time high. The retirement finance specialists, who have a major focus on equity release, attribute this growth to their customer centric approach, which has been recognised on a national scale by Investor in Customer...

April 21, 2017

Social media - the highs and lows

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 front-line staff, but also the CEO's handling of the whole situation. Turkish Airlines staff, on the other hand, delivered a premature baby on a flight, and were praised for their calm handling and care of the situation. ...

April 13, 2017

Four key challenges for management today

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 understand your customers? Does your business offer your customers a consistent experience? Is your business easy to do business with? Do your employees get the recognition they deserve for the work they do? So let's tak...

April 12, 2017

Four steps to Customer Experience success

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 arises, it's vital for employees to own the problem, and to see it through to a conclusion; don't pass the customer from pillar to post because it's "not your problem". Manage customer expectations It's important to be realis...

April 4, 2017

Hero of the week

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 receptionist who had helped him earlier that morning was just leaving the hotel after her shift. She was half way outside the door when she heard him on the phone booking a taxi, came back in and ensured that he hadn't forgotte...

March 30, 2017

Legal firms are failing at Customer Experience

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March 27, 2017

Employee engagement - do we really need to measure it?

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) lower on the employee recognition questions than on any other. Time and time again we'll see responses along the lines of "great team of people to work with, but we get no appreciation from management". It results in an ...

March 24, 2017

Five facts about the Investor in Customers (IIC) assessment

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 audit and validation has been carried out on the sampling and measurement systems we use, so we know the statistical basis of the model is sound and reliable. We give prominence to the views of the two groups that are c...

March 15, 2017

Be easy to do business with - 4 key steps

Today there's more competition for every business, no matter what sector, than ever before. So the importance of standing out has never been higher. The best way to do that? Exceptional customer service. Being easy to do business with is one of the criteria that Investor in Customers assesses you on. We ask not only your customers, but also your staff this question, because who knows your customer service style better than the people that deliver it? We took a close look at one of our under...

March 9, 2017

Where you’re going wrong with your staff surveys

Having happy employees is vital for any business. So it's important to regularly check-in and get feedback, no matter how big or small your company may be. Recently, we've been made aware of a large UK company that does just this…but via paper surveys, which need to be completed there and then and handed to the office manager. Many of the workforce, unsurprisingly, admitted to just shoving the survey back in its envelope and handing it in incomplete, or just marking anything down so they c...

March 8, 2017

All staff should have customer service training. Yes, even the big boss.

Delivering a standout customer experience is down to everyone, not just your customer service department. From sales to management, even the work experience kid, everyone has a role to play. That's because a customer's experience starts from the first time you have contact with them, whether they come to you or you approach them. And it doesn't stop when the sale or service is done; the experience lasts much longer. It's only logical then that all staff should be given customer service trainin...

March 2, 2017

Our own customers think we are Exceptional!

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February 15, 2017

Royal London wins 'Exceptional' accreditation from Investor in Customers

Royal London has been awarded the highest 3 Star Exceptional Investor in Customers award (IIC) for our outstanding customer experience. IIC, one of the UK's leading customer experience consultancies, have created a model that examines companies' understanding of customer needs, how customer needs are met, whether customers are delighted and how loyalty is created. Investor in Customers carried out various in-depth interviews within Royal London across a number of customer and non-customer faci...

February 14, 2017

Poor Customer service from Tesco

Just had the worst customer service from Tesco. My daughter ordered something from click and collect. It was supposed to have been delivered a couple of days ago, but she had no email or confirmation to say it had arrived in store. We went into the store yesterday to enquire and was told it definitely hadn't been received. She went back online and reported it to customer services who said because it was from an external supplier, she needed to contact them. She had an email, from the suppl...

February 9, 2017

Back to the floor

As a Manager myself, I would never expect my staff to do anything I would not do myself. Sometimes Managers, Directors, CEO's etc. sit in their ivory towers and wait for information about what's going on in the coal face to filter through. What's wrong with 'going back to the floor' and mucking in yourself? Companies and executives that adopt this attitude will have a much closer relationship with their customers, staff and a much clearer focus on the customer experience itself. ·Don't ...

January 26, 2017

Great Customer Care and Happy Staff Earns “Exceptional” 3 Star Rating for 130 Year Old Company

Chartered Insurance Broker T H March will be able to celebrate its 130th anniversary with extra gusto later this year having been awarded an 'Exceptional' 3 star rating by independent customer service assessor; Investor in Customers (IIC). IIC conducts research and investigation into how well companies treat customers and staff. The highly detailed analysis carried out and the valuable insights gained by bravely allowing an independent third party to talk to customers and staff (at all level...

January 24, 2017

Investor in Customers practice what they preach

Investor in Customers (IIC), the UK's leading customer experience assessment and accreditation service, ran the assessment on themselves in December 2016, via an independent marketing consultant who could then independently verify the results. The results saw them achieve a three-star 'Exceptional' award up from a two-star on their last assessment. The total average score was 8.43 out of 10 – up from 7.79 in their last self-assessment, showing the success of their focus in the last couple o...

January 24, 2017

Customer Service is more crucial than ever

Customer Service is more crucial than ever in this chaotic, modern market place. The changing economy and business conditions have caused a new mind-set where the customer is equally, if not more important than product and price. If you google Customer Experience it brings up about 56.9m results, google Customer Service at it comes up with a staggering 820m results. Ignore it at your peril! There is a strong correlation between a company that delivers an exceptional customer experience an...

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