Having assessed over 3 million people and evaluated hundreds of organisations, we know a little something about the most common pitfalls and costly customer service mistakes.We list our top tips to help you avoid them:1.  Never ignore customer complaints, especially if ...
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Digital transformation has become an essential strategy in streamlining businesses to achieve increased productivity and efficiency. Thanks to Covid-19, the need for increased digitisation has accelerated, and companies are seeing the need for rapid implementation to provide...
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Computer says no!

October 23, 2020
"Computer says no!" The epitome of poor customer service, this short comedy sketch became so popular due to it’s shared experience of the masses.  The arrival of the desktop computer hailed a new concept when managing the service experience with data an...
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Those who shout loudest get the most attention, and this is never more true than when it comes to your customers. First, there’s the frequent buyer; wanting your undivided attention which you give them because they are loyal and generate profits for your business.Seco...
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What gets measured gets done

October 16, 2020

It’s a common phrase but so true to fulfil your goals. Let’s start with a couple of questions: 1. How do you measure the value of your customer experience?2. Can you quantify it in terms of revenue and profit? Demonstrating the importance of #customerexperience ...
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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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