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16 January 2019
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BETTER CUSTOMER EXPERIENCE

Sofia Erleigh
Sofia Erleigh


9 January 2019 Sofia Erleigh


Read Chris Moriarty on embracing the workplace opportunity here 


Read Fraser Talbot on professional standards here


Read Peter Brogan on IWFM research and insight here 


IWFM members can expect a better customer experience, says Sofia Erleigh.


We’ve changed a lot of things at IWFM recently as we transform into a modern professional body that can thrive in a changing workplace. One vital aspect of this is putting the customer at the heart of everything we do.


There are three key areas we will focus on. 


Firstly, we will create a more approachable environment for our members, and extend our opening hours for the customer experience team as well as upgrade our communications systems. 


We’ll sign our engagement communications to include the name and photograph of the team member responsible so you can put names to faces. ‘Virtual Coffee Morning’ webinars will also provide a space to interact with the team. 


Secondly, we will streamline our processes so a customer’s journey with us is as frictionless as possible. We have begun by reviewing our routine communications and updated them to be easier to understand.


We have done the same with our application and sales processes, and we’ve designed our new website with the customer journey in mind. It is simpler and more accessible with a new ‘My IWFM’ area so customers can manage their membership.


Our third goal is continuously to improve our offering to support the professional development of our community and improve the total member experience, with the Workplace and Facilities Management Professional Standards taking centre stage. 


“It is more accessible with a new ‘My IWFM’ area so customers can manage their membership”


An in-depth CPD programme and new mentoring scheme – all aligned to our professional development pathway – will form the cornerstone of all the IWFM products and services. 


Whatever your needs throughout 2019, we’re here to make your experience as seamless as possible.


Sofia Erleigh is head of Sales and Customer Experience at IWFM