Upon engagement, we will carry out an independent assessment of your organisation to establish the strength
of your customer relationships. Once completed you will be presented with a unique award for customer service excellence at three levels, shown below. Successful clients can use the IIC logo on all business communications, as a mark of distinction.
The methodology and process we use has been developed following extensive research in the field of customer relationships and rigorous, practical testing over the last six years.
The process takes around 5 weeks, with minimal business disruption
Our approach is straightforward. We take direct, online, feedback from customers, staff and senior management about how well a company:
- Understand their customers’ needs
- Deliver products and services that meet those needs
- Deliver 1st class service
- Engender loyalty (in customers and staff)
This is supplemented by desk research carried out by an IIC assessor.
Meaningful management data and business insights as well as the IIC Award
Post assessment, we present a detailed report highlighting strengths
and weaknesses by way of a full feedback presentation to senior management. The report and presentation identifies the differing perceptions of each respondent group against 16 themes of customer centricity.
Understand market needs
- Know Your Customer
- Understand Needs
- Anticipate Needs
- Communication
Meet customer needs
- Product quality
- Product/customer match
- Customer feedback
- Easy to do business with
Delight customers
- Treating customers fairly
- Right first time
- Customer always right
- Post sales follow through
Create loyalty
- Repeat purchases
- Willing to recommend
- Quality relationships
- Customer experience