A conference organised by one of the UK’s leading assessment companies Investor in Customers (IIC) has revealed how companies are beating the recession by investing in delivering a remarkable customer experience and driving growth through customer loyalty using IIC feedback.
Online PR News – 27-June-2012 – London, UK – Businesses are beating the recession by investing in delivering a remarkable customer experience and driving growth through customer loyalty, says one of the UK’s leading assessment companies, Investor in Customers (IIC).
IIC’s comments come after its annual conference heard from business leaders who have achieved impressive financial results after transforming their corporate culture using feedback from their IIC award reports.
“IIC gave us the best feedback we have ever received in our 96-year history, allowing us to move forward,” says Martin Eccleston, Commercial Manager of converged IP solutions distributor, Mayflex – holder of an IIC two star award for outstanding service.
“We recognise that our staff have the greatest opportunity to deliver further improvements, so we have empowered them to implement the necessary changes by setting up an IIC committee with representatives from every department. Progress towards our next IIC assessment is also incorporated into our Managing Director’s companywide briefings.”
By embedding IIC into its culture and strategy, independent insurance and financial planning consultancy, Jelf has increased its profits by 25 per cent since 2009.
“IIC is now business as usual for Jelf as we work towards the three star award,” says Colin Hall-Tomkin, Client Management and Banking Director. “The IIC survey is our key external measurement for monitoring what our clients think of our service and is used for benchmarking our performance. People are noticing the IIC logo on our communications and asking what it represents which is a great conversation opener.”
Adventure and Activity holiday company, Exodus Travels holds an IIC three star award, is a Which? Recommended Provider and reports stable 5-year growth of 60% in passenger revenue.
“Exodus Travels success is based on everyone, from top to bottom of the business, ‘wearing the customers shoes’ and offering a personal service underpinned by expert advice gained through first-hand experience of our destinations,” says Ben Roseveare, Sales and Marketing Director.
“IIC assessment and benchmarking has been integral to improving the customer experience through brilliant digital delivery, a radically enhanced pre-sale and post-sale structure and a published Customer Charter – enabling us to become a market leader and increase profitability at a time when others have struggled.”
“All companies achieving an IIC award are to be congratulated for their commitment to providing a remarkable customer experience,” commented IIC Business Development Director, Charlie Williams. “This annual assessment provides valuable insight into customer loyalty at a given time but, to gain greater competitive advantage, many business now want to build these measurements into their on-going management information.”
“To meet this need, IIC has become a Net Promoter® Loyalty Partner, helping to build better businesses by identifying immediate issues and improvements to achieve an immediate impact upon the bottom line. We also share our wealth of knowledge and expertise through bespoke training programmes which deliver rapid improvements and a solid foundation for achieving long-term success.”
The second IIC annual conference – Be Remarkable – was held at the CBI Conference Centre, London on 13 June.
For more information contact IIC on 020 7549 8090 or 01395 513330 or log onto www.investorincustomers.com