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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CX Digest - December 2019

December 16, 2019
Employee engagement is fundamental in delivering a successful customer experience (CX). There is a clear correlation between happy employees and satisfied customers. When employees are motivated, there are less complaints and problems, as employees are more willing to g...
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Following our rigorous assessment, and a committed approach to always doing the right thing for their clients, Barnett Waddingham have been accredited with an IIC Silver award.  The accreditation has been earned for the quality of their client relationship ma...
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The Credit Services Association, the voice of the UK debt collection and debt purchase sectors, has maintained its IIC  Silver accreditation and it has been congratulated for continuing to provide an outstanding experience to its Members. The Silver accreditation has be...
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Bollington awarded Gold

November 11, 2019
For the third year running, Bollington has achieved Gold for their latest IIC assessment.  All Bollington clients were invited to take part in the survey which measures their satisfaction with the service offered across a broad range of areas, from communication through...
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CX Digest - November 2019

November 4, 2019
The digital era has revolutionised the way we research and buy products and services. Online purchasing has become the norm, even if the product was originally seen in-store, the chances are a consumer will do some internet research first, particularly when the product or se...
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CX Digest - October

October 1, 2019
Customer Experience (CX) is fast becoming a key topic of conversation in boardrooms across the UK and is set to take over brand and product as a key differentiator in 2020. Like it or not, we now exist within the ‘age of the customer’. Customers are able to buy through a...
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Intrum Achieves Gold

October 1, 2019
Once again, we have awarded credit management firm Intrum, our gold award for delivering ‘exceptional’ customer experience. This result means that Intrum are our first client to achieve gold on their first assessment and maintain the rating for six consecutive years.&nbs...
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CX Digest - August 2019

August 30, 2019
Marketing Myopia was first expressed in the 1960’s when Theodore Levitt wrote for the Harvard Business Review “businesses will do better in the end if they concentrate on meeting customers’ needs rather than on selling products.” At the time, it made quite an im...
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