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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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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