Age Partnership, for the 8th consecutive year, have been awarded the prestigious Investor in Customers (IIC) Gold award for Customer Experience. The award-winning retirement specialists, based in Leeds, strive to offer the highest levels of customer service, and they turn to...
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Many organisations make bold claims on the website or on social media about how good they are at customer service, but how do they prove it? How can they show that their customers truly are at the forefront of their thoughts? When Denise Crossley, CEO of Lantern Debt Recover...
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CMAC Group, based in Accrington, who provide a managed transport and accommodation service, have received a ‘silver’ award from leading customer experience experts, Investor in Customers (IIC). This is CMAC’s first IIC assessment and there were particular highlights fr...
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COVID-19

March 16, 2020

Policies and procedures

This is to immediately reassure that you will be able to continue working with Investor in Customers (IIC) without interruption. Everyone at IIC is fine, no one is symptomatic or is known to have been in contact with anyone who is. However, if necessary all our team are able...
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CX Digest - February 2020

February 25, 2020
Understanding and identifying customer emotion is key to delivering a successful Customer Experience (CX). Customer interactions are born out of empathy, engagement and emotional intelligence. If organisations are able to tap into these emotions and form a strong sense of co...
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Fenchurch Law, the leading UK firm working exclusively for policyholders and brokers on complex insurance disputes has received its third consecutive IIC Gold award.  There were many complimentary comments from their happy clients, some of which included: “Fenchurch p...
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CX Digest - January 2020

February 3, 2020
In an increasingly competitive world, it’s become much more difficult and expensive for companies to acquire new customers. Depending on industry, it can be 5 to 25 times more expensive to acquire new customers than retain existing ones. Returning customers drive growth an...
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Huge congratulations to Trafalgar House who have recently been accredited with the IIC Gold award for the third year in succession. Garry Wake, Managing Director at Trafalgar House, commented: “With pensions in the public eye more than ever before, member expectations have...
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Lantern Debt Recovery Services (trading as Lantern), has achieved an IIC Gold award.  This is Lantern’s third IIC assessment – with scores steadily increasing from ‘Silver’ in 2017 and 2018, to Gold this year. In a notoriously difficult industry in which to kee...
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Hillyer McKeown (HM), a leading law firm based in the North West of England has received an IIC Gold award for their exceptional customer experience.  This is HM’s first assessment and there were particular highlights from clients around trust, fairness and integrity ...
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