In the ever-evolving realm of financial services, the 2024 implementation of Consumer Duty Closed Book regulation presents a considerable challenge for firms.
Tony Barritt, Director
Tony, MD since 2015, has more than 30-years' experience implementing change and business strategy within different sectors. He was Marketing Director of Video Arts (the John Cleese training film business) for more than 15-years and participated in a management buy-out, before leaving to set up his own business consultancy. Prior to joining IIC in 2011, Tony worked with Business Link to provide advice to SME’s.
Tony is a Certified Net Promoter® Associate, with experience developing and implementing customer experience programmes in a variety of organisations.
James Edmonds, Director
James has operated in Customer Experience, Insight and Strategy roles primarily in Financial Services for nearly 20 years.
Having worked at L&G, RSA, More Than, JUST, James Hay and Nucleus, James has a wealth of experience.
In more recent years, James has developed a specialism in interpretation of FCA regulation, enabling businesses to be both compliant, and to differentiate themselves via exciting approaches delivering the right customer outcomes.
Sharon Clapp, Head of Account Development
Sharon heads up operations, marketing and the assessment team, ensuring that we ‘practice what we preach’ and that each project is handled efficiently and with consistency.
She also maintains our ongoing client relationships; and assists the Managing Director in the smooth running of the company.
Lisa Kruger, Customer Experience Project Manager
Fondly known as ‘the face of IIC’, Lisa's primary function is to ensure that client assessments are taken successfully through the complete lifecycle - from requirements, to implementation and completion.
Simon Roberts, Business Development
Simon assists IIC's commercial growth, bringing vast sales experience in Financial Services, CRM management, including projects and operations interfacing with IT and Finance, plus e-commerce experience, all underpinned by his Prince 2 Project Management Practitioner accreditation.
Simon has prior international experience with InterContinental Hotel Group, Grand Metropolitan Plc, Disney Inc, Andbook Online, Delta Squared and Companybook.
Danny Pickering, Consultant Sales Director
With an initial background in manufacturing, Danny formed Tri. Wire Ltd which within 3 years became the UKs' largest independent copper wire manufacturer. The business was sold to french tele communications giant Alcatel.
Following this he became a Non Executive Director of Plc and SME businesses including in Telecoms, Leisure, Logistics and Retail. For 7 years he worked as an independent adviser for Business Link Yorkshire
He was also Chairman of The Yorkshire Leadership Academy and a Senior Associate of West Yorkshire Ventures.
MEET THE BOARD
John Moret, Chairman
John has been on the IIC board since 2007, but stepped up to Non-Executive Chairman in 2010. He initially joined us following his first dealings with the company when, as Sales & Marketing Director at Suffolk Life, he was responsible for placing the first order for an IIC assessment in 2006. He was so impressed with the extent and usefulness of the feedback that he invested in the company.
He runs his own consultancy MoretoSIPPs and is non-executive chair of an advisory business, Intelligent Pensions. He also chairs The Pensions Network.
Guy Vanner, Non-Executive Director
As Managing Director of AKG – one of IIC’s investors – Guy brings a key perspective of the Financial Services sector to the team. His expert, in-depth knowledge of analysis and reporting helps us provide unique insights for our clients.
David Lee, Non-Executive Director
David has a strong background in financial services and brings a wealth of SME board experience to Investor in Customers.
David set up the financial services product rating firm Defaqto and was instrumental in the success and industry wide acceptance of its five-star rating. David also has a background in data management and data handling system development.
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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