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Medicash puts customers first during Coronavirus pandemic

Medicash, the oldest health cash plan provider in the UK today (and one of Investor in Customers oldest clients), offers a wide range of affordable and flexible healthcare plans for both individuals and employers. Over the last seven years the company has seen a momentous resurgence, doubling its policyholder base to 300,000.  2019 saw a 14% increase in policies sold compared to the previous year, and the first half of 2020 has been equally strong, despite difficult trading circumstances d...

December 9, 2020

The 4th Industrial Revolution

The 4th industrial revolution: Talking ‘bout my generation!James is a millennial. He works in finance and lives his life fast-paced and on-demand. Everything happens at the touch of a button, from Alexa to Apps, connectivity and convenience channels through his phone.Understanding Your Customer Technology transformations are moving at a rapid rate, and its impact on the customer experience is phenomenal. Millennials and Generation X want online access to their world 24/7 across a range of plat...

December 2, 2020

Why top brands choose IIC

67% of customers say they’ll pay for a better experience, according to Salesforce. At IIC, our purpose is simple: To help companies be remarkable by delivering a better experience. We know that you want to give your customers exceptional service, so they stay longer, buy more and say positive things about you. We can help you achieve that.Being accredited with an IIC Award:Heightens your brand reputation as a customer-centric company.Sets you apart from the competition.Symbolises trust and rea...

November 20, 2020

Treating customers fairly to meet the Financial Conduct Authority (FCA) requirements.

How to unequivocally demonstrate that your customers are treated fairly to meet the Financial Conduct Authority (FCA) requirements. An independent evaluation of your client/customer experience levels will help you acquire the insights needed to drive business performance while demonstrating your compliance with FCA directives.Choosing an independent company to perform your evaluations and achieve accreditation from a recognised association, will reinforce your values as a customer-first business...

November 12, 2020

Why do over 70% of managers think that their customer service is better than it actually is?

Based on more than 14 years of Investor in Customers (IIC) assessments, the statistics above are some of our most revealing, yet, not surprising. Why is this no surprise? Our data highlights that the misalignment between customer, employee and manager perspectives is a common thread within most organisations. Without connectivity between these parties, there will always be gaps in customer service delivery. The disconnect between key stakeholders is responsible for millions, if not billions, of ...

November 10, 2020

5 Ways to Avoid Costly Customer Service Mistakes

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 they are all saying similar things. Complaints identify flaws in the customer journey and must be resolved sooner rather than later.2. If you think training is expensive, try running a business with untrained and unskilled wo...

October 29, 2020

The Role of Digitalisation in Customer Experience - (CX)

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 an uninterrupted customer journey.However, we must be mindful that technology is a means to the end of delivering a better experience, it will not replace people. Digital enhancements enable us to make our businesses better,...

October 27, 2020

Computer says no!

"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 and details readily accessible at the touch of a button. However, instead of using technology to support the service offering, it has been used to replace it. Unfortunately, this has led to millions of disillusioned custom...

October 23, 2020

Our top tips for identifying hidden growth

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.Second, comes the dissatisfied customer who continually complains and tells everyone who will listen how bad you are. They always get your attention because the more noise they make (and they usually do) the worse your figures an...

October 21, 2020

What gets measured gets done

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 (CX) in the boardroom can be a challenge. If it doesn’t generate a substantial return on investment, it's often not at the top of the agenda. But, with a proven method to measure and analyse actions, behaviours and results...

October 16, 2020

Age Partnership retain Gold Standard with Investor in Customers

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 IIC every year to help them identify and exceed the individual needs of their clients. IIC is a leading independent customer experience agency with a unique assessment methodology and more than 14 years’ experience. Having...

August 3, 2020

Lantern - A shining light in the credit industry

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 Recovery Services, took on the challenge of improving the culture in a credit services company she had one heartfelt belief; that there was a better way to help customers face up to the problem of being in debt. Throwing away the ru...

July 28, 2020

CMAC Group awarded IIC Silver Award for Customer Experience

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 from clients around the fact they treat customers fairly, and the quality of the relationship they have with them.There were many complimentary comments from their happy clients, some of which included:• “The company a...

May 20, 2020

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...

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