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COVID-19

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 to work remotely from home with no interruption to their day-to-day activities or our ability as a business to provide support to you. Whilst we are happy to still visit your office, please let us know if you would prefer an...

March 16, 2020

CX Digest - February 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 connection, their customers are likely to buy more and stay longer. Research states that consumers with an emotional connection to brands have a 306 percent better lifetime value than satisfied customers. Organisations now real...

February 25, 2020

Fenchurch Law celebrates a hat-trick!

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 provide myself, my team and my clients with an excellent service and give an honest and balanced response. I rate them as the best in the business.” “Service focused, excellent knowledge, great at communicating sometimes d...

February 11, 2020

CX Digest - January 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 and are the foundation for a profitable business, yet so many companies fail when it comes to customer retention and loyalty. They are so focused on short-term profits and acquiring new customers that they neglect existing cust...

February 3, 2020

Trafalgar House gets hat-trick

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 never been greater. It is therefore not surprising that demand from trustees for quality administration is at an all-time high. But, strong business performance and continuing growth have challenged us to maintain the high s...

January 21, 2020

Lantern Achieves Gold for Customer Experience

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 keep customers happy, there were many complimentary comments from their happy customers, when asked if they would be willing to recommend them, some of which included: “As they are compassionate and understanding on one’s s...

January 13, 2020

Hillyer McKeown Celebrates Gold Award

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 (something which, for the legal sector, is vitally important) where their scores were over 9 out of 10. There were many complimentary comments from their happy clients, some of which included: “I trust this company and the...

January 7, 2020

CX Digest - December 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 go above and beyond to meet customer expectations. Conversely, if employees are unhappy and demotivated, what kind of experience do you think your customers will receive?  With this in mind, many UK businesses now re...

December 16, 2019

Barnett Waddingham Retains Silver

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 management in Self-Invested Personal Pensions (SIPPs) and Small Self-Administered Schemes (SSASs). Julia Bassett, Partner said: "As the benchmark of a customer-centric organisation, successful accreditation demonstrates a ...

December 10, 2019

CSA Recognised for Providing ‘Outstanding’ Experience

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 been awarded to the CSA for the second consecutive year. The CSA’s overall score is up from 2018, (from 7.67 last year to 7.87). Score increases came from all participant groups, however, the Member score had increased the mo...

November 26, 2019

Bollington awarded Gold

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 to understanding their needs, and from product choice to engendering loyalty. Consistently great service Across the board, Bollington’s clients reported increased satisfaction with the service they received, with a huge 94...

November 11, 2019

CX Digest - November 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 service comes with a hefty price tag. As a result, consumers are far more reliant on online reviews/ratings than ever before and will turn to them as a point of reference to help make a decision on whether 'to buy or not to buy...

November 4, 2019

CX Digest - October

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 variety of different channels and 24/7 access to information means they have become better informed, more demanding, have higher expectations and are likely to switch brands after just one disappointing experience. The world...

October 1, 2019

Intrum Achieves Gold

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.  Our ratings are based on an assessment of Intrum’s customers, employees and management - looking at how well the business understands its customer needs and delivers services to meet them. Intrum achieved an overall scor...

October 1, 2019

CX Digest - August 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 impact and many large companies took heed of this advice and rather than focusing their marketing on the needs of the company, began to think more about their customers. Of course, marketing has come a long way since but the et...

August 30, 2019

CML Awarded Gold

Award-winning third-party logistics provider, Core Management Logistics, (CML), is thrilled to have been awarded our gold accreditation in recognition of its exceptional levels of internal and external customer experience. Last year the company was awarded our silver accreditation – the first year the company carried out an IIC assessment – with feedback received from the 2018 assessment being the basis of a continuous improvement plan for 2019 which CML aptly called the ‘Going for Gold’...

August 20, 2019

URIS Group takes home Investor In Customers (IIC) Gold standard Award for its customer experience

URIS Group continues to strive towards delivering an exceptional customer experience, and by retaining its Investor in Customers (IIC) Gold Award for the 4th year running this recognition firmly demonstrates our commitment to that goal.Following an independent and thorough review from IIC which assessed the strength of URIS’ customer experience programme, the findings showed that employees clearly demonstrated a clear commitment to delivering what is best for customers and continues ...

August 2, 2019

CX Digest - July 2019

Whilst Customer Experience (CX) is by no means a new business discipline, the act of CX transformation is often shrouded in misconception as to the extent of what it involves. Cursory box-ticking and half measures can provide the board with a warm and fuzzy feeling that CX is being addressed - hey, it feels good to be doing something - but rarely does that approach produce the cultural change required to facilitate a fundamental transformation in the delivery of customer experience. One swallow ...

July 22, 2019

CX Digest - June 2019

Welcome to another IIC digest. Digital transformation is a big talking point at the moment. So much of today’s customer experience (CX) happens digitally. Technology has, and still is, revolutionising the way consumers and businesses engage and transact. Companies are continually under pressure to keep up with new technologies - smart mobile devices alone, for example, now allow customers so many different channels to engage; social media, websites, apps, voice and messaging. Compounding this ...

June 17, 2019

CX Reading List - May 2019

We're always on the look out for fresh thinking and new ideas in customer experience. Here's our hand-picked round-up of the best CX articles we have come across recently - reviewed, curated and delivered to your inbox....

May 30, 2019

Source Insurance achieve silver

Source Insurance, the leading Broker-facing General Insurance platform, based in Penarth, Wales, have received a silver award.  This is Source Insurance’s first assessment with us and there were particular highlights from clients around the quality of relationship and customer experience they receive; communication and the quality of the products provided. There were many complimentary comments from their happy customers, some of which included: “The Company provides a very good servi...

May 14, 2019

CX Digest - May 2019

Welcome to another CX Digest. This month we touch upon employee engagement and discuss how vital it is for a robust and successful CX. A disengaged workforce will never be able to create a great customer experience. If your employees are demotivated, unhappy and feel undervalued, what kind of experience will your customers receive?Employees must be given the encouragement, tools and technology to carry out their role to the best of their ability. Empowering employees by ensuring they feel listen...

May 7, 2019

Quartix gets gold award

Quartix Ltd, the award-winning vehicle tracking company, has been awarded gold from us for their exceptional customer experience. Managing Director of Quartix, Andy Walters comments: “We are pleased and proud to receive this recognition from IIC. Providing exceptional customer service is at the very core of Quartix’s mission statement and the IIC Gold Award is proof that our employees and our service are living up to that.” Customer statements collected during the assessment included: “I...

April 30, 2019

QuestGates awarded Gold

QuestGates is proud to announce that it has retained its Gold status for customer service following the latest assessment by leading customer experience agency, Investor in Customers (IIC). In doing so, QuestGates not only increased its overall score versus the previous assessment, but consistent scores across the four key areas covered by IIC – understanding clients, meeting their needs, delighting them and engendering loyalty – demonstrated consistent improvements across the board. IIC Man...

April 16, 2019

CX Digest - 9th April 2019

Welcome to another CX Digest. In the current climate with budgets being squeezed and every bit of spend needing to be justified, selling a customer experience (CX) programme internally can be tough. Numbers drive investment and board members need proof that investing in customer experience will boost the bottom line. It's now almost a given that bad CX will turn customers off and good CX will keep customers happy and loyal. However, deciding what to prioritise and translating the cause and effec...

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