A 19 minute watch.

IIC chairman is ‘amazed’ how many companies don’t understand customer views

Now semi-retired, John Moret holds several NED positions, including at Sipp provider Gaudi, has chaired The-Pensions-Net-Work for a decade and serves as chairman of Investor in Customers.

Having interrogated management, staff and customers of 300 companies, he says “it’s not uncommon to see a big disconnect between the perspectives of senior managers and their employees….”

Moret adds the pandemic has made customer experience even more important to understand and often sees a direct correlation between improved IIC scores and improved profitability, while giving the next generation of practitioners some sage advice for their future careers.