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Barnett Waddingham achieves IIC Gold Award for customer experience

Barnett Waddingham has received an IIC Gold Award for the assessment of the customer experience delivered by its pension administration service. While Barnett Waddingham’s SIPP and SSAS department has worked with IIC since 2014, this is the first time pension administration services have been submitted for assessment. High scores were achieved across all four of the IIC customer experience themes - understanding customer needs, meeting customer needs, engendering loyalty and delighting custo...

November 13, 2017

Visual engagement at the heart of our design refresh.

As the leading Customer Experience Agency, we know only too well the importance of staying current and being immediately visually engaging. So, we have refreshed our identity and created new modern, enticing, marketing collateral to help build our brand awareness. IIC has enjoyed a long-standing relationship with innovative brand, creative and digital agency Mr B & Friends who completed the brand refresh project for us. The Bristol based agency worked with us to develop new brand guidelines, re...

October 23, 2017

The importance of employee engagement on customer experience

Hot on the heels of the Employee Benefits Live exhibition last week, we ask ‘how important is employee engagement when it comes to your customer experience?’ The answer is a great deal. This might seem rather obvious, clearly a happy employee, is more likely to get a positive response from a customer than a grumpy one. But your teams are also the closest people to your customers – they are your brand ambassadors and they know the needs, frustrations and gripes of your target audience bet...

October 17, 2017

CX Day 2017 asks: “What is at the heart of a successful CX Strategy?”

3rd October is CX Day, and with 2017 being described as the ‘age of the customer’, the London theme of the day focuses on answering the bold question: what is at the heart of a successful CX strategy? Investor in Customers (IIC) knows the answer... put simply - you need to harness the power of insight. Do you really know what is going on in your business and how it feels to be a customer? Are you confident that all areas of your business are delivering consistently excellent service in line ...

October 3, 2017

Arrow County Supplies awarded Silver Investor in Customers (IIC) accreditation

Cleaning innovation and supplies company Arrow County Supplies has been awarded the Investor in Customers (IIC) Silver accreditation for delivering brilliant customer service. This award follows an independent assessment carried out by IIC, a customer experience agency where a business is rated and benchmarked on four key areas which includes understanding customer needs, meeting customer needs, delighting customers and loyalty. Undertaking the assessment in July 2017, Arrow wanted to understand...

September 28, 2017

Barnett Waddingham continues to improve in prestigious pension awards

Barnett Waddingham has received silver in the Investor in Customers (IIC) award for client relationship management in self-invested personal pensions (SIPPs) and small self-administered schemes (SSAS). This follows ratings-agency AKG awarding them with the financial strength rating of ‘B’ for SIPP’s, meaning their financial strength is now rated as ‘strong’. AKG is an independent organisation. specialising in the provision of assessment, ratings, information and market assistance to th...

September 14, 2017

My hero of the week

This makes a change from my usually ‘ranting’ blogs! I have a positive story for you for a change! On Sunday evening my daughter called in a blind panic, she’d broken down. Understandably she was freaking. Hubby and I leapt in the car and went to find her. When we realised we couldn’t do anything, we called our breakdown cover. Never having had to do this before, I made the call with some trepidation. The call was answered within a couple of rings, the lady I spoke to efficient, empathet...

September 12, 2017

Motormile Finance UK Limited achieves award for ‘outstanding’ Customer Service

Motormile Finance UK Limited (MMF), a market leader in Debt Purchase and recoveries, have been awarded a Silver rating for ‘outstanding’ customer service – from Investor in Customers (IIC).  IIC, a customer experience consultancy, surveys customers, staff and senior management to assess how well a business understands its customer needs and how well it delivers services that meet those needs. Denise Crossley CEO at MMF said: “We understand that providing outstanding ‘Customer Exp...

September 1, 2017

1st Credit secures top customer rating for fourth year

UK debt purchaser, 1st Credit has achieved gold standard from Investor in Customers (IIC) for ‘exceptional’ customer service for the fourth year running.1st Credit, part of Intrum Justitia Group, increased its scores across the board – from customers, staff, management and independent assessor IIC. The company achieved an overall score of 8.86 out of 10, up from 8.50 in 2016 and its third consecutive year of increases.IIC’s ratings are based on a survey of 1st Credit’s customers, ...

August 31, 2017

Easy to do business with? They've got a way to go!

I’m beginning to think my blogs have a common theme – me ranting! That said, as customer experience is what I do, I feel highlighting the bad (and the good if I ever get it) are important.So today I lost a number of work hours that I will never get back whilst trying to deal with an Amazon return.I bought a poster frame which was delivered with a giant cut through the Perspex, rendering it useless. I went on line to see if I could find a contact the seller button – nope, nothing there. You...

August 23, 2017

Brabners receives gold-standard award for quality of service

Commercial law firm Brabners has been awarded the Investor in Customers (IIC) Gold accreditation for delivering exceptional levels of customer service.     The award follows a rigorous independent assessment by IIC, the customer experience agency, where the business was benchmarked across four key areas. This includes understanding and meeting clients’ needs, delighting clients and creating loyalty. The research combines feedback from more than 370 of Brabners’ clients, employees a...

August 22, 2017

Browne Jacobson achieves coveted ‘gold’ star rating for client service

Browne Jacobson’s client service has been awarded Gold star status by Investor In Customers (IIC). The ‘Gold’ star rating, previously a 3-star rating, is awarded to businesses that consistently meet the highest standards laid down by IIC in four key areas: understanding clients, meeting their needs, delighting them and creating loyalty.In carrying out its research IIC surveyed over 2500 of Browne Jacobson’s clients and over 900 members of staff.The firm improved its c...

August 15, 2017

How not to treat your existing customers

Just had a really bad experience with our car Insurance company. We had our renewal notice in, and it had almost doubled, despite having no claims, or even contact with them over the previous year. I know it has been well documented that insurance premiums had risen, but thought this was extreme in the least.  I went on to a consumer sight to compare prices and found one which was marginally more expensive than last year. I telephoned the number on the renewals document and there was a reco...

August 8, 2017

Fenchurch Law receives “Gold” Award for client care experience

Fenchurch Law has received Investor in Customers’ (IIC) Gold assessment award, recognising their commitment to client service.This was Fenchurch Law's first assessment with IIC.Managing Partner David Pryce commented that: “the recognition reflects how we prioritise client satisfaction at Fenchurch Law.  Improving outcomes for policyholders is our number one priority, and we are confident that the IIC assessment process will help us to improve every aspect of our service in the future”...

July 18, 2017

Investor in Customers awards three stars to Jelf and Bluefin merger

The Jelf and Bluefin merger has been awarded 'three stars' by Investor in Customers (IIC) after undergoing rigorous assessment. It is IIC's highest rating for exceptional client service. The UK broker received high scores in understanding client needs, delighting customers, and creating loyalty. IIC analyses customer service, relationships, and the quality of the business's services as part of the whole client experience. Jelf and Bluefin chief executive Phil Barton said: "It is fantastic ...

June 28, 2017

GO FOR GOLD AND REAP THE REWARDS WITH INVESTOR IN CUSTOMERS

New accreditation levels launched for Investor in Customers Awards (IIC). 250 businesses have already been recognised for customer experience with an IIC Award. Customers are 5x more likely to buy from a company delivering great customer experience. 76% of IIC clients improve their service and scores by their second IIC assessment. 73% have seen improvement in their customers' loyalty. 77% have used their IIC findings to build employee engagement. Many report a double-digit i...

June 13, 2017

Anticipate your customer's needs

In the Investor in Customers (IIC) customer experience assessments, one of the key themes is anticipating your customer's' needs. That is, assisting them or suggesting a relevant service before they even ask; pre-empting their future requirements. Through my own personal experience, it's easy to see that it's something HSBC excel at. I'm off on my annual leave in the next couple of weeks, so I popped into my local branch to let them know I'd be using my card abroad. So far, all as expected; th...

June 7, 2017

RAM Global Solutions (Canada) receive award for Outstanding Customer Service

We are delighted to announce that RAM Global Solutions have achieved an Outstanding accreditation for Customer Service levels by the leading independent assessor, Investor in Customers (IIC). Following on from the recent success by RAM Tracking (UK) who achieved an Outstanding accreditation in their first IIC assessment in April 2016, the Canadian office undertook a rigorous month-long assessment of our customers, employees and management by IIC which measures how well we performed across the k...

June 6, 2017

Principality first building society to receive national customer service award

Principality has been recognised for its outstanding customer service to brokers with a national award from Investor in Customers (IIC). The Society's intermediary team were praised by their brokers for being 'efficient, friendly and helpful' and received two stars from IIC - narrowly missing out of receiving the top award of three stars. The IIC survey of almost 5000 brokers and staff praised the building society's intermediary team for: ·Being easy to do business with and low customer eff...

May 31, 2017

The value of client satisfaction

With an ever-crowded market, wouldn't it be easier if you could be 100% confident in your customer service? In your ability to deliver the products and services that are most important to your customers, so that they stay with you year-on-year? Let's be real; marketing is very much hit and miss. It's expensive, and success isn't guaranteed. But if you can show your customers - and potential customers - that you value them, results will follow. When companies get busy, ensuring full customer s...

May 31, 2017

BOLLINGTON INSURANCE AWARDED FOR ‘EXCEPTIONAL’ CUSTOMER SERVICE

Bollington Insurance, one of the largest and most successful independent insurance brokers in the UK, has recorded 'exceptional' customer service levels under the independent Investor in Customers (IIC) assessment process. There were consistent increases in both staff and customer scores since their last assessment in 2016, ensuring the company received a maximum three-star rating. Comments from customers included: "Great service with the personal touch"; "I have been with Bollington for sever...

May 22, 2017

The top 10 customer complaints

We've all heard the saying 'The customer knows best'. So while some companies may take these complaints with a pinch of salt, we don't. After all, a happy customer = a happy business. 1. Automated telephone systems 'Press 1 for this', 'press 3 for that' - the customer's annoyed and confused before they've even managed to speak to someone. Don't rely on a machine - talk to your customers. 2. Passing the buck You aren't playing Hot Potato, so how is passing the customer from pillar to post b...

April 25, 2017

Age Partnership focus on what matters to achieve record results

Yorkshire founded retirement finance specialist, Age Partnership breaks yet another record, in what's turning into a boom period for the company. Age Partnership has seen their employee numbers grow by 25% the past 3 months, as the number of people using their services hits an all-time high. The retirement finance specialists, who have a major focus on equity release, attribute this growth to their customer centric approach, which has been recognised on a national scale by Investor in Customer...

April 21, 2017

Social media - the highs and lows

There has been an excellent example this week of how much more coverage a bad customer experience story can get over social media, as opposed to a good story. United Airlines have been all over the news feeds for, not only the dreadful treatment of their passenger by their front-line staff, but also the CEO's handling of the whole situation. Turkish Airlines staff, on the other hand, delivered a premature baby on a flight, and were praised for their calm handling and care of the situation. ...

April 13, 2017

Four key challenges for management today

We've analysed hundreds of thousands of questionnaires, completed by staff and customers across a broad range of industries, from finance to waste management. And, time and time again, it's the same four questions are flagged as areas of concern: Does your business really understand your customers? Does your business offer your customers a consistent experience? Is your business easy to do business with? Do your employees get the recognition they deserve for the work they do? So let's tak...

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