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A Company That Cares
Investor In Customers Blogs
Does a Mandatory Service Charge Mean Less Focus on Customer Experience?
Service Charge If you have eaten out recently, you have probably noticed it: a mandatory or discretionary service charge added to the...
Sharon Clapp
Oct 82 min read
Customer Experience Mistakes: How to Annoy Customers Without Even Trying
Annoyed Customers Let’s be honest: most businesses don’t intend to frustrate their customers. But they do. All the time. Not through...
Sharon Clapp
Sep 22 min read
What constitutes a good Customer Experience?
A good Customer Experience It’s surprising how often poor behaviours are tolerated – or even normalised – in business relationships....
Sharon Clapp
Aug 42 min read
Are Your Employees Switching Off From CX? - Why Employee Engagement in Customer Experience Matters
O Are your employees switching off from CX? Over the past few months, we’ve noticed a subtle trend in some of the companies we work...
Sharon Clapp
Jun 52 min read
Global Customer Experience Insights: Who Values Customer Experience the Most?
In an increasingly competitive global market, businesses are realising that customer experience (CX) is no longer a “nice to have” — it’s a business essential.
Sharon Clapp
May 13 min read
Super Proud to Have Retained Our Gold Award! 🏆
At Investor in Customers (IIC), we don’t just help businesses improve their customer experience —we put ourselves through the same...
Sharon Clapp
Apr 12 min read
The Power of Recognition: Celebrating Customer Experience Excellence with the IIC Insight360 Award
Achievements are the milestones that define our journey—whether in business, the arts, sports, or academia. Recognition serves as...
Sharon Clapp
Mar 242 min read
The Importance of Gaining Perspectives on Customer Behaviour – And How an IIC CX Award Can Help
The Importance of Gaining Perspectives on Customer Behaviour – And How an IIC CX Award Can Help Understanding customer behaviour is...
Sharon Clapp
Feb 262 min read
Moving Beyond Internal Feedback: How External Expertise and Awards Elevate Customer Experience
Independent Customer Feedback When it comes to customer experience (CX), measuring feedback is critical. However, relying solely on...
Sharon Clapp
Feb 112 min read
Transforming Customer Experience with AI: Striking the Right Balance
The Role of AI in Modern Customer Interactions The way businesses interact with customers has been revolutionized by artificial...
Sharon Clapp
Jan 143 min read
Introducing the IIC Ambassador Award - Training staff in CX
The CPD accredited IIC (Investor in Customers) Ambassador Award takes customer experience training to the next level.
Sharon Clapp
Sep 12, 20242 min read
Consumer Duty Closed Book Implementation: A Guide for Contact Centre Leaders
In the ever-evolving realm of financial services, the 2024 implementation of Consumer Duty Closed Book regulation presents a considerable...
Sharon Clapp
Jul 30, 20242 min read
Customer Retention Through Unconventional Customer Experience
In the endless quest for customer retention, companies often rely on tried-and-true tactics to retain their customers. But what if there...
Sharon Clapp
Jul 30, 20242 min read
The business benefits of an IIC gold award
In today's hyper-competitive business landscape, standing out amidst your competition requires more than just delivering a good product...
Sharon Clapp
Jul 30, 20242 min read
10 ways to use social media for improved CX
In today's digital age, social media has become an indispensable tool for businesses to connect with their customers. Beyond just...
Sharon Clapp
Jul 30, 20243 min read
5 Ways to never lose another customer
In the dynamic landscape of business, acquiring new customers is undoubtedly crucial, but the true measure of success lies in the...
Sharon Clapp
Jul 30, 20243 min read
The Loyalty Paradox: Cognitive Dissonance in CX
In the ever-evolving landscape of customer experience (CX), one thing remains constant, the pursuit of customer loyalty. It's what every...
Sharon Clapp
Jul 30, 20243 min read
The Four Outcomes In Their Simplest Form
Solidifying your understanding of every aspect of Consumer Duty, is the key to flawlessly evidencing it. How can you expect to accurately...
Sharon Clapp
Jul 30, 20242 min read
Consumer Duty Regulation: A Model for Other Industry Associates?
The Financial Conduct Authority (FCA) has taken a significant step in prioritising consumer protection by introducing the Consumer Duty...
Sharon Clapp
Jul 30, 20242 min read
The Importance of Measuring CX Externally
At Investor in Customers (IIC) we always talk about the importance of externally measuring both your customer and employee experience....
Sharon Clapp
Jul 30, 20242 min read
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