Blogs

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...

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

Based on many years of Investor in Customers (IIC) assessments, the statistics above are some of our most revealing, yet, not surprising....

Why the Customer Journey Map is vital to Customer Experience

A customer journey map is a customer research tool used to discover the customer's journey and identify opportunities for improvement....

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...

Why is Net Promoter Score® Important and when does it just not matter?

Net Promoter® Score, more commonly referred to as NPS, is a useful tool used by many businesses to evaluate customer satisfaction and...

5 Ways to Avoid Customer Service Mistakes

Having assessed over 3 million people and evaluated hundreds of organisations, we know a little something about the most common pitfalls...