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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...

April 9, 2019

CX Digest - 18th March 2019

Welcome to another CX Digest. It's no surprise businesses have approached 2019 with conservative caution, given the current economic climate. Navigating the unknown is proving hugely difficult for businesses and for some it has created something of an impasse - cutting or withholding investment decisions can only be a short-term strategy, and the need to compete and differentiate is ever-present. In this type of uncertain economic climate, creating long-term value to existing customers and keepi...

March 25, 2019

The Health Insurance Group retains Gold Award for third consecutive year

The Health Insurance Group has retained its Gold status for the third year in a row and has once again, proved its exceptional service levels, by achieving the Gold standard. By asking customers about their experiences of dealing with The Health Insurance Group, from the quality of its products to quality of relationships, it was evident that the company’s efforts to meet customer needs has paid off. Brett Hill, Managing Director for The Health Insurance Group comments: “We are thrilled to ...

January 29, 2019

3 in a row! Royal London awarded Gold for Customer Experience

Royal London has received our highest accreditation for outstanding customer experience for the third year in a row. Royal London have continually exceeded expectations in delivering great customer experience, with customers’ interest remaining at the heart of the business. The assessment also recognised that trust is a cornerstone of Royal London’s culture and that it goes hand in hand with their mutuality. In-depth interviews within Royal London across a number of customer and non-customer...

January 8, 2019

Medicash maintain their exceptional Gold award

Medicash, one of the UK's oldest and largest healthcare cash plan providers, have just achieved the IIC Gold status yet again. Medicash first went through the IIC process in 2012 where they gained a silver award. In 2013 Medicash achieved the Gold award, the highest accolade awarded, and this extraordinary level of customer service has continued to be achieved ever since. There were so many positive comments from customers including:  “My interaction with the company has never been anyth...

January 7, 2019

Trafalgar House awarded IIC Gold for second year running

Trafalgar House, the pensions administration specialist, has been awarded the IIC Gold Award for the second successive year. Garry Wake, Managing Director at Trafalgar House, commented: “As a specialist administrator, putting members first has always been at the core of what we do. We are, therefore, very proud to have attained the Gold Award from Investor in Customers for the second year running. The IIC framework is extremely comprehensive, inviting feedback across a variety of assessment ar...

December 20, 2018

Delivering a first-class client service

Your clients’ expectation of service and client care are incredibly high and continually rising. We often see that improvements made within law firms are not necessarily always what clients’ want. Your interpretation of a first-class service may not be the same as theirs. Client confusion and dissatisfaction swiftly follows. Many lawyers believe that providing a first-class service is costly. The reality is, that a consistently high level of service is more cost effective to provide than hav...

December 11, 2018

Top 3 Reasons Why Enhancing Law Firms' Client Experience Is Important

Lawyers know delivering exceptional client experience is essential to attracting and retaining more high quality business. However, with daily pressures rising, research shows many clients do not receive the experience they were expecting.  The result? Client complaints. Client complaints result in lost revenue, time spent investigating the complaint, disengaged employees and damage to the firm’s brand in the marketplace.  The impact of a dissatisfied client ripples into every facet...

November 27, 2018

Lantern Debt Recovery Services gain an IIC Silver Award

Lantern, a market leader in debt purchase and recoveries have achieved our Silver Award having gone through our assessment process....

November 16, 2018

Prism Network receive Gold for Customer Experience

Prism Network, who provide a national disaster recovery and building repair service to the insurance and property sectors, have achieved an IIC Gold award for their Customer Experience Prism Network, who first went through the IIC process in 2016 and gained a Silver award, are particularly delighted with the increase in scores across the board. Both customer and staff scores have improved, along with all 4 IIC Principles.   Comments from customers included: “The level of service provided...

October 23, 2018

Fenchurch Law awarded Gold for customer experience

Fenchurch Law, the UK's leading firm of policyholder-focused insurance dispute lawyers, have achieved a Gold award from our assessment process for a second year running. Comments from clients included: “You receive a proactive, knowledgeable and professional service better than any competitor.” “My dealings with the firm were extremely professional and the key contacts and partners were always approachable. These points are invaluable to me.” “In all of my interaction with Fenchurch...

October 22, 2018

Intrum secures gold for fifth year

We have recently awarded credit management firm Intrum UK our gold standard for ‘exceptional’ customer experience for the fifth consecutive year.  Our ratings are based on a survey of Intrum’s customers, employees and management - assessing how well the business understands its customer needs and delivers services to meet them. The result puts Intrum UK in the top 3 per cent of overall scores for all our clients, across all industries. Intrum achieved an overall score of 8.99 out of 1...

October 9, 2018

Customer Experience in a B2B World

Today is CX Day, a global celebration of great Customer Experience. The matter up for discussion this year? Unifying CX in a B2B world. At Investor in Customers, we know that delivering an unforgettable positive experience is even tougher when your customer is a business. The danger is that the customer journey becomes less personal, and the individual is seen as less important. IIC has worked with a large number of B2B organisations over the years, and the key to building a remarkable CX delive...

October 2, 2018

Arrow County Supplies win gold

Joining only 25% of Investor in Customers' (IIC) clients to achieve Gold status, Arrow County Supplies have listened and acted on feedback they received from their customers, employees and management team in 2017 – making an ongoing commitment to continuous improvement. Comments from customers included:"The service provided is exceptional.""Staff always try to help me where possible, they are receptive and always look at giving the best price for products they supply.""…your compan...

August 24, 2018

IIC recognises CSA for outstanding customer service

The Credit Services Association (CSA) has registered ‘outstanding’ customer service levels in its first ever assessment under the independent Investor in Customers (IIC) assessment process.In being granted a Silver Award, the CSA had to demonstrate a strong desire to meet its members’ needs. It was especially strong in the subcategory of ‘delighting’ its members, and ‘engendering loyalty’ where it was recognised for building quality relationships and attained a Gold standard in bot...

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