Why personalised customer experiences matter and how they can set you apart.
Personalised Customer Experience: A Practical Guide
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Customer Experience Metrics: Top KPIs to Measure
Explore the essential CX metrics to measure to boost business success.
Legal Career: Beyond Knowledge
Why you need more than expertise to progress your legal career.
Legal Firms Are Losing Millions!
Market Study: How much revenue are you leaving on the table?
Professional Services Lose Clients at ‘Hello’
Professional Services Client Journey Report: 2025. The results are in!
Customer Service vs Customer Experience
Customer Service vs Customer Experience – what’s the difference?
Customer Experience 101: What It Is & Why It Matters
Customer Experience. We explore what it is and why it matters.
The High Street is Struggling – But is it a Surprise?Â
The High Street: The hidden cost of poor service and what to do about it.
Win More Business: Why First Impressions Matter
To win more business, you need to look at your customer journey through fresh eyes. First impressions can make or break a sale. What happens when a...
2025 Customer Experience Trends
Explore six trends shaping the customer experience in 2025.
B2B Customer Experience: Festive Tips
Festive B2B tips for exceptional Customer Experience.
Press Release: Bluestone CX Excellence
Bluestone awarded CX Excellence Recognition Mark.
Rhian Anstey CCXP Success
Rhian Anstey CCXP, our CX Specialist for North Wales, Chester, and The Wirral, knows that Customer Experience (CX) is more important than ever. She...
CX in Essex: Meet Gavin Meadows
Talking CX in Essex with Gavin Meadows.
Employee Ownership: Boosting Customer Satisfaction
Employee Ownership (EO) is more than a business model—learn why.
Rhian Huxtable achieves CCXP Certification
insight6 CX Specialist, Rhian Huxtable, achieves CCXP Certification.
How Happy Employees Create Happy Customers
Why happy employees lead to happy customers.
CCXP Certification: The Journey to CX Mastery
Paul Matthews from insight6 Surrey & Sussex on his CCXP accreditation.
The Power of Real-Time Feedback in the Digital Age
Learn why real-time feedback is crucial for driving business success.
Chris Cartledge: CX Director Interview
CX Director Chris Cartledge on innovative CX strategies for hospitality leaders.
CX and Service: a Winning Strategy
Standing out in today’s competitive market requires more than a great product or service. It demands a strategy that places customer experience (CX) and...
Why Customer Experience (CX) monitoring should be at the top of every Franchisor’s to do list in January
CX is arguably the biggest differentiator, or battleground, between businesses right now. Every business needs a well-considered and executed customer...
Private Schools – Handling Professional Enquiries: Are You Failing At The Follow Up?
Across the UK, a huge percentage of private schools are failing to retain the interest of potential clients for one simple and easily amendable reason:...
The One Thing
In our newsletter, blog posts and articles on LinkedIn, we have written about a vast range of topics over the past few years, incorporating a variety of...
Can The Independent Food Retailers Survive?
The bi-annual UK Customer Satisfaction Index has just been published by the Institute of Customer Service and for the third consecutive year, Amazon tops...
Why Thought Leaders Are Worth Thinking About
Whatever your services or product, it is no longer enough to be a business name in the background with a catalogue of items that you hope will jump off...
The Three Things You Must Do To Increase Your Profits Today
Customer engagement strategy? Or outdated marketing plan based on figures and historic patterns? Believe it or not there are still many business leaders...
Have You Got A Mayday Button?
Those of us who walk in the customer’s shoes each day of our working life are feeling pretty smug right now. The stage is well and truly set for a...
Why Eight Out Of Ten Is Not Good Enough
This is the age of the customer. Yes, the customer is king, queen and ruler of our retail landscape. I remember decades ago when my purchases were made...
Are You Over-Analysing And Under-Thinking Your Business?
When Heineken was developing a US advertising campaign for their tequila-flavoured beer called Desperados last year, they experimented with two different...
Personalised Customer Experience: A Practical Guide
Why personalised customer experiences matter and how they can set you apart.
Customer Experience Metrics: Top KPIs to Measure
Explore the essential CX metrics to measure to boost business success.
Legal Firms Are Losing Millions!
Market Study: How much revenue are you leaving on the table?
Professional Services Lose Clients at ‘Hello’
Professional Services Client Journey Report: 2025. The results are in!
Customer Service vs Customer Experience
Customer Service vs Customer Experience – what’s the difference?
Customer Experience 101: What It Is & Why It Matters
Customer Experience. We explore what it is and why it matters.
The High Street is Struggling – But is it a Surprise?Â
The High Street: The hidden cost of poor service and what to do about it.
2025 Customer Experience Trends
Explore six trends shaping the customer experience in 2025.
B2B Customer Experience: Festive Tips
Festive B2B tips for exceptional Customer Experience.
Customer Service vs Customer Experience
Customer Service vs Customer Experience – what’s the difference?
Six steps to guarantee a ROI (return on investment) in customer experience
How do you know when to invest in Customer Experience? What does such an investment look like? Is it training or measuring or just paying...
A Reliable Approach to Turning Complaints into Custom
Customer complaints are an unavoidable challenge that any business inevitably face sooner or later. Your team will be working hard to maintain a high...
9 ways to keep your customers coming back
A customer makes an enquiry, you make the perfect pitch, win the conversion and ultimately win the customer’s purchase – success! But does the journey...
Is Observation Dead?
I was recently browsing the local supermarket shelves for a loaf of gluten-free bread that I was purchasing in anticipation of a weekend guest who...
Improve Your Customer’s Experience In Six Easy Steps
1.  Listen When was the last time you asked your customer how they felt? Do you know what their needs are? Are you familiar with their perception of...
Can The Independent Food Retailers Survive?
The bi-annual UK Customer Satisfaction Index has just been published by the Institute of Customer Service and for the third consecutive year, Amazon tops...
Customer Service; Past, Present, Future
Many years ago, I sat in an education lecture and a very forward thinking professor said “More than half of the information our children will need to...
How To Run A Customer Service Clinic
Customer service. It’s the benchmark that every business knows it should be measuring. It’s the topic that should be featured in every team meeting. It’s...
Customer Experience Metrics: Top KPIs to Measure
Explore the essential CX metrics to measure to boost business success.
Eddie Stack: Interview with our CX Director for Ireland
We spoke with insight6 Director Eddie Stack to explore how implementing customer experience (CX) strategies can help hospitality businesses survive and...
Increasing ROI: The Critical Role of CX
Increasing your ROI by delivering an exceptional customer experience.
AI in CX: Balancing Automation with the Human Touch
Artificial Intelligence is increasingly central in shaping the customer experience landscape. We explore how to keep that personal touch while letting robots help.
How to Turn Customer Feedback into Actionable InsightsÂ
Introduction: Most of us understand the importance of delivering exceptional customer experiences to drive loyalty, repeat business, and growth....
Why Customer Experience (CX) monitoring should be at the top of every Franchisor’s to do list in January
CX is arguably the biggest differentiator, or battleground, between businesses right now. Every business needs a well-considered and executed customer...
Private Schools – Handling Professional Enquiries: Are You Failing At The Follow Up?
Across the UK, a huge percentage of private schools are failing to retain the interest of potential clients for one simple and easily amendable reason:...
Customer Engagement Strategies
Strategies you can implement to improve customer engagement insight6 explores the importance of customer engagement, the impact it has on Customer...
Is Your CX Strategy Red?
Customer experience (CX) strategies are in. Outdated marketing plans based on figures and historic patterns are out. Believe it or not there are still...
Employee Ownership: Boosting Customer Satisfaction
Employee Ownership (EO) is more than a business model—learn why.
How Happy Employees Create Happy Customers
Why happy employees lead to happy customers.
ROI Of Employee Well-being: How To Drive Business Success
Employee well-being and its impact on ROI to drive business success.
Which Wolf Are You?
You will have seen this photo before I’m sure. The interpretation that goes with the image goes along these lines: The three wolves in front are old and...
The Power of Real-Time Feedback in the Digital Age
Learn why real-time feedback is crucial for driving business success.
Customer Reviews: Learning from Tourism and Hospitality
Learn how tourism and hospitality leverage customer reviews to improve CX.
Customer Feedback: Boosting Sales with Social Proof Strategies
It takes work to stand out, but customer feedback can help. With abundant options available, customers often turn to the experiences of others to guide...
How to Turn Customer Feedback into Actionable InsightsÂ
Introduction: Most of us understand the importance of delivering exceptional customer experiences to drive loyalty, repeat business, and growth....
How to generate positive customer reviews online
When we talk about positive customer reviews, we are talking about a positive customer experience or CX. People trust online reviews so they should be...
Why Customer Experience (CX) monitoring should be at the top of every Franchisor’s to do list in January
CX is arguably the biggest differentiator, or battleground, between businesses right now. Every business needs a well-considered and executed customer...
The Rise Of The Review
When I book a holiday, I have a process I routinely follow. I choose several hotels or destinations based on my budget and the facilities I require, I...
Using Text Messaging To Capture Your Customer’s Loyalty
It is estimated that millennials now send between 60 and 85 text messages per day. That’s a lot of texting and a lot of time spent looking at a very...
Feedback : Do you ask the right questions at the right time?
I am always stunned at how poor businesses are at asking their customers the right questions. Let me give you some recent examples: I recently was late...
The High Street is Struggling – But is it a Surprise?Â
The High Street: The hidden cost of poor service and what to do about it.
Improve Your Customer’s Experience In Six Easy Steps
1.  Listen When was the last time you asked your customer how they felt? Do you know what their needs are? Are you familiar with their perception of...
How do you make your customers FEEL?
"I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."–Maya Angelou...
Eddie Stack: Interview with our CX Director for Ireland
We spoke with insight6 Director Eddie Stack to explore how implementing customer experience (CX) strategies can help hospitality businesses survive and...
insight6 leads the way in Customer Experience after rebranding from Shopper Anonymous
National Customer Experience specialists, Shopper Anonymous, has rebranded to become insight6. The transformation from Shopper Anonymous to insight6 is...
Disconnect To Reconnect
You are at your most creative in the early part of the day. You are fresh, full of ideas and clear-headed enough to create and to plan, (well that’s what...
Which Wolf Are You?
You will have seen this photo before I’m sure. The interpretation that goes with the image goes along these lines: The three wolves in front are old and...
How Does Your Team Feel?
February is the month of love. Whether you embrace the whole Valentine’s Day spectacle or scorn the mushy outpouring of sentiment, one thing is...
Why Thought Leaders Are Worth Thinking About
Whatever your services or product, it is no longer enough to be a business name in the background with a catalogue of items that you hope will jump off...
Beware: Jargon may kill Customer Experience (CX) – Newsletter August 2019
Six ways to become an expert in customer experience – Newsletter July 2019
6 stats which show why you cannot ignore Customer Experience – Newsletter June 2019
How responsive are you to out of hour calls? – Newsletter May 2019
How do you measure how your customers are feeling? – Newsletter April 2019
What do you do differently? – Newsletter March 2019
Trust – Newsletter February 2019
Are you failing the follow up? – Newsletter January 2019
insight6 wishes you a very joyous CX… Christmas Experience! – Newsletter December 2018
The Rise Of The Review
When I book a holiday, I have a process I routinely follow. I choose several hotels or destinations based on my budget and the facilities I require, I...
Have You Got A Mayday Button?
Those of us who walk in the customer’s shoes each day of our working life are feeling pretty smug right now. The stage is well and truly set for a...
Press Release: Bluestone CX Excellence
Bluestone awarded CX Excellence Recognition Mark.
CX in Essex: Meet Gavin Meadows
Talking CX in Essex with Gavin Meadows.
Rhian Huxtable achieves CCXP Certification
insight6 CX Specialist, Rhian Huxtable, achieves CCXP Certification.
CX and Service: a Winning Strategy
Standing out in today’s competitive market requires more than a great product or service. It demands a strategy that places customer experience (CX) and...
ROI Of Employee Well-being: How To Drive Business Success
Employee well-being and its impact on ROI to drive business success.
Increasing ROI: The Critical Role of CX
Increasing your ROI by delivering an exceptional customer experience.
From Stress to Success: Enhancing Student Well-being for a Better Educational ExperienceÂ
Introduction:Â Ensuring student well-being has become increasingly important within the education sector, especially during the COVID-19 pandemic. Today,...
Enhancing the Student Experience to Boost Retention: Best Practices for Your Institution
Delivering a positive student experience is critical to increasing retention rates. Higher Education institutions must ensure students' needs are met at...
How Customer Satisfaction and a Strong Customer Experience Strategy Can Help Your Business SucceedÂ
Customer satisfaction is a crucial part of any successful business. Organisations must ensure customers are satisfied across every touchpoint to stay...