In the ever-evolving landscape of customer experience (CX), one thing remains constant, the pursuit of customer loyalty…
YOUR PEOPLE ARE THE KEY TO SUCCESS
A much overlooked area of business growth is how employees perceive their company, but your people are the key to your success. We’ll team up with you to get your employees onboard and in tune.
It’s never been more important to bridge the gap between your customers’ needs and those of your employees. Businesses that can satisfy both their customers and employees outperform their competitors by retaining and attracting more customers and maintaining a motivated and effective workforce.
Employee experience and customer experience are very similar in the sense that they both relate to individuals' interactions and expectations of an organisation, as a result of experiences that they have had with the company.
Usually, a customer’s experience with your business is linked to your employees’ satisfaction, as to how motivated and engaged your employees are to reach your business goals. This then influences employees' levels of effort to create a great customer experience, linking it to customers’ experiences and service expectations.
- Employee 360: Understand the experience you are offering to your employees with our ‘always on’ surveying and insight model.
- Leadership 360: Understand the experience you are offering to your leaders with our ‘always on’ surveying and insight model.
As experts in measuring how customer-centric an organisation is and identifying improvements in even the highest scoring companies, IIC also work with a wide range of businesses to help them measure the extent to which the people inside the business are engaged and how they can be empowered and motivated to deliver improvements throughout the customer journey. We can help you evaluate how engaged your employees are; what you can do to enhance their engagement and how you can create a company culture that leads to business growth.
Our approach to measuring employee engagement will help you to understand the extent to which staff believe:
• Is interesting and utilises their strengths.
• Allows them to fulfil their potential.
• Has a clear development plan.
Their contribution is:
• Recognised and adequately rewarded.
• Seen to make a difference.
• Valued by their colleagues.
• Have their best interests at heart.
• Will empower them to make decisions based on what they feel is the best way forward.
• Are capable of delivering business success.
Book A Meeting
Book a meeting with James to discuss...
- How you are measuring and evidencing your Consumer Duty and Four Outcome performance
- Your current customer and employee experiences
- How Investor in Customers can help you
- Any questions or queries you may have
We have worked with iiC for over 4 years now, the team are incredibly knowledgeable, supportive and flexible and really work with you to help to make the assessment process as straightforward as possible. The in-depth analysis and insight obtained from the assessment is really valuable to help you understand any areas for improvement and to remain focussed on continuous improvement.
The scale and depth of insight provided through an IIC survey is invaluable. It highlights what you are doing well, and exactly how you can improve customer experience.
Investor in Customers as a team and as a process are highly recommended. As to be expected they are very customer focussed and approachable and guide you through all stages of the survey process and subsequent results with the minimum of fuss.
I have always found the team at IIC knowledgeable and passionate about what they do. They have made the assessment process very simple and more importantly have provided us with valuable interdependent feedback, that we can use.
I would highly recommend IIC to any company serious about excellent service. Its a very thorough survey, and to get a 360 degree view on the customer experience is invaluable, no matter how big or small your company is.
Everything was made as user friendly as possible for us, and ultimately I believe led to our success. It is truly heartening to see an organisation like IIC practice what they preach - they place us as the customer, at the centre of all that they do
Investor in Customers is now widely recognised as the benchmark to articulate the delivery of customer satisfaction
IIC help us to develop both our external customer relationships and internal culture. I'm really pleased with the way that we are challenged to make necessary changes to our mindset and processes
We found IIC’s assessment to be extremely thorough, with the four principled, 16-themed approach resulting in very detailed feedback. The findings have enabled us to clearly see what we are doing well, and where we can do even better, making what they do great value for money
We find the IIC process highly useful. It tracks our progress, identifies if our staff and management are aligned with our customer objectives. We also love the fact that it is statistically significant and objective
Delivering exceptional client service is at the heart of our business. The assessment process and customer journey mapping work we've undertaken with IIC has been invaluable in providing independent insight into how we can continually improve our business. It is a powerful, recognised accreditation, which we actively use in the marketplace.
In the last 10 months we have been fortunate enough to receive 5 awards from our peers within the insurance industry. One area that sets us apart from our competition, and was mentioned by the judges, is our relationship with IIC. For us this is a clear differentiator from our competition and is solid evidence of the service that we deliver to our clients. It's easy to say you deliver good customer service - we can prove it
Having worked with Investor in Customers on previous customer engagement activities, Tandem were keen to take advantage of the opportunity to work with IIC in relation to the new Consumer Duty Principle. The output from these initial surveys has been used to support our internal assessment against the four outcomes.
The whole process has been seamless, with IIC taking responsibility for the communication and gathering of responses.
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