

Corporate Solutions

The Investor in Customers (IIC) Model has become an established metric in many businesses since it was launched in 2006.
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Millions of customers and employees surveyed
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Hundreds of companies accredited
Two key features:
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Consistent methodology, across 4 core principles and 16 themes, to measure the key drivers of CX and EE
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Compare internal and external perspectives to identify what senior leaders think, employees do and customers want.

Three ways of achieving:
1. Insight360 Assessment -
A bespoke analysis of customers, employees, and senior managers, together with IIC’s external perception of the business, to identify strength of customer relationships and the gaps between the perceptions of each stakeholder, enabling you to:
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Understand the extent to which you meet customer’s needs, delight them and gain their loyalty.
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Identify gaps between internal and external perceptions of the service provided.
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Recognise how consistent customer service levels are across all areas of your business.
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Recognise how consistent employee engagement levels are across all areas of your business.
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Benchmark your results against other organisations.
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Identify any areas of dissatisfaction so you can take remedial action.
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Develop a clear action plan designed to put customers at the heart of your business.
2. CX Maturity Audit
For organisations already capturing customer and employee feedback, IIC can provide an audit solution: conducting an audit of current practices to:
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Evaluate existing customer insights gathered across the group.
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Evaluate employee engagement data.
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Align customer and employee results against the IIC model and, if appropriate, grant an IIC Award.
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Conduct interviews with key stakeholders to ensure there is evidence that:
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Commitment to CX initiatives are led by senior managers and team leaders.
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Staff understand their role in delivering an exceptional CX and are implementing it effectively.
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Results are communicated to key stakeholders and actions resulting from customer feedback (including any trends and root causes of dissatisfaction) are identified and carried out.
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The CX Programme has its own budget and allocated resource.
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Where appropriate, third-party suppliers engage with the programme.
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3. Managed CX Programme
A regular programme of surveys providing real-time feedback to capture evidence for your Consumer Duty Assertation, with additional questions to evaluate other CX metrics such as customer ease and satisfaction; probe specific business areas to evaluate successes against your KPI’s and to monitor business improvement strategies.
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Tailored questionnaires sent to selected customers as required.
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Analysis of key customer segments and personas.
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An independently verified Net Promoter® score to assess customer loyalty and identify the reasons why they will (or won’t) recommend you to others.
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A monthly report detailing your scores, trends and root causes of satisfaction and dissent.
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On-going support and guidance