Solution introduction
Shining a light on your customer experience and employee engagement
Comprehensive gap analysis of internal and external stakeholders
IIC’s flagship programme compares the perceptions of senior leaders, employees, and customers, together with our own external perspective of your customer centricity, to provide a deep dive into the strength of your client relationships and employee engagement.
By analysing how you perform against the four key principles of customer experience (understanding customer needs, meeting those needs, delighting customers, and building sustainable relationships) and using segmentation to identify how consistently you act across all areas of your business.
Features
What is included:
- Tailored questionnaires sent to your clients, employees, and senior managers.
- Questionnaires can be varied to target specific client cohorts and clients at differing stages of their customer journey.
- Unlimited client and employee segments.
- Unlimited additional questions for clients and employees, for additional insight beyond our 16-point assessment methodology.
- An independently verified Net Promoter® score to assess client and employee loyalty and identify the reasons why they will or will not recommend you to others.
- An executive summary presentation– highlighting core results and key actions to take.
- Details of all client and employee segmented comments (qualitative responses).
- Your independently verified IIC Award promoting your excellence in CX.
- The rights to use our full suite of digital award assets for use on your website and in any other printed or digital collateral.
- 12-month on-going support to discuss new initiatives, sense check client experience strategies and to benefit from IIC’s experience as one of the UK’s leading customer experience consultancies.
- Access to the IIC Community, allowing you to benchmark your client experience activities with other organisations across a wide spectrum of industries. Sharing best practices and learning about how to exceed ever-increasing client expectations.
Benefits
A full implementation process will be undertaken to scope the project, agree timings, questions, terminology and segments and ensure that additional questions are tailored to your needs, however, the core components of the assessment are:
- Understand the how well you meet client’s needs, delight them and gain their loyalty.
- Identify gaps between internal and external perceptions of the service provided.
- Recognise how consistent client service levels are across all areas of your business.
- Benchmark your results against other organisations.
- Identify any areas of dissatisfaction so you can take remedial action.
- Develop a clear action plan designed to put clients at the heart of your business.
Key Data
Type of Clients
- Asset Managers
- Brokers/Broker-Dealers
- Digital Wealth Manager
- Financial Advisors
Client Regional Presence
- Western Europe
Insight360
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