About Us
At Investor in Customers, we’ve been helping organisations understand, improve and evidence their customer experience for over 20 years
Independent. Insightful. Intentional.
From ambitious start-ups to established multinational brands, we work with organisations that care about doing right by their customers – and want to build trust through meaningful feedback and independent recognition.
Whether you need a single accreditation or embedding a longer-term CX programme, our approach is always thoughtful, practical, and flexible to your needs. We’re here to help you turn customer experience into something measurable, manageable and truly impactful.
To help every organisation deliver customer experiences they can be proud of – and independently prove it with confidence.
Our mission
Clarity through Insight
We help you see what’s really going on in your customer relationships.
Improvement through Action
Structured feedback that leads to meaningful improvement.
Credibility through Recognition
Independent accreditations and benchmarking that carry real weight.
Growth through Partnership
We work with you to build a better experience for your customers – and your teams.
Our values
Meet the team
We know what great service looks like – because we hold ourselves to the same standard. Our team brings a mix of experience, insight and attention to detail to everything we do, supporting you with care from day one.
Managing Director
Tony Barritt
Tony, MD since 2015, has more than
30-years’ experience implementing change and business strategy within different sectors.
Tony is a Certified Net Promoter® Associate, with experience developing and implementing customer experience programmes in a variety of organisations.
LinkedIn
Operations Director
Sharon Clapp
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.
Sharon also maintains our ongoing client relationships; and assists Tony in the smooth running of the company.
Senior CX Project Manager
Lisa Kruger
Fondly referred to as ‘the Face of IIC’, Lisa is the project lead on all assessments – your day to day contact.
Lisa ensures that client assessments are taken successfully through their complete lifecycle – from initial conversations to implementation and completion.
Consultant Sales Director
Danny Pickering
Danny has worked with IIC as an associate for over 15 years.
With a background in manufacturing, Danny has used his business acumen as a Non-Exec Director across many industries and sectors.
Consultant
James Edmonds
James has operated in Customer Experience, Insight and Strategy roles primarily in Financial Services for nearly 20 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.