Welcome To The Insight6 News Feed.
Customer complaints are an unavoidable challenge that any business inevitably face sooner or later. Your team will be working hard to maintain a high standard of business in order to prevent customer discontent, however the reality of human error renders total satisfaction amongst every customer impossible. Once in a while, a slip-up will occur, and … Read more
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: neglecting the ‘follow-up’. Failing to ‘follow-up’ on an enquiry or visit means that your school is bypassing a vital ‘conversion window’, during which clients are most amenable to negotiation, and … Read more
Are legal firms taking Customer Experience seriously?
The moment of truth. Last year I sat on a panel at a law firm conference and the topic changed to client feedback. Question from the audience: “Can I ask the CEO of the law firm what feedback he receives from his clients?” I could have predicted the answer, but here goes… “We receive a … Read more
Customer Engagement Strategies
Strategies you can implement to improve customer engagement insight6 explores the importance of customer engagement, the impact it has on Customer Experience and the strategies you can apply to your business. What does it mean? Customer engagement is any direct contact between a brand and its customers. It is incredibly important that brands reach out … Read more
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 end there? Not if you want them to keep coming back. According to KPMG, customer retention is cited as the biggest revenue driver for businesses putting it above customer acquisition, … Read more
National Customer Experience specialists, Shopper Anonymous, has rebranded to become insight6. The transformation from Shopper Anonymous to insight6 is complete. A leading national provider of client feedback has announced that it has rebranded from Shopper Anonymous to insight6. The comprehensive rebrand aligns the business to ensure it totally represents its full product offer of Customer … Read more
Should we be using more technology in customer facing roles? What currently exists and what are the benefits and limitations? It sounds like a statistic that cannot be true but by the year 2025, it is estimated that 95% of all customer interactions will be supported by Artificial Intelligence technology. That may feel like it … Read more
Customer experience (CX) strategies are in. Outdated marketing plans based on figures and historic patterns are out. Believe it or not there are still many business leaders out there who sit in their offices and ponder the best ways to launch a new product, develop a new marketing campaign or sign up new business without … Read more
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 should happen if you have a good night’s sleep!). Our bodies conveniently run on a natural circadian rhythm, thanks to your hypothalamus, that dictates your … Read more
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 sick, walking in front to set the pace of the group lest they get left behind. The next five are the strongest and fittest, tasked with the … Read more
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 evident……. there is a definitely a market for love! In the shortest, but bleakest month of the year, who can blame people for getting excited about a few red hearts and … Read more
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 suffers from celiac disease. Who knew there could be so many different varieties of bread? I stood browsing for a good ten minutes during which time a young, male employee … Read more
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 contributors and sometimes experimenting with different styles and formats. We work with hundreds of UK businesses in a diverse range of sectors including opticians, attractions, legal firms, independent … Read more
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 your website, your premises and your communication with them? Thanks to the huge array of customer analytics tools this is easy to establish and, depending on the … Read more
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 the list. In fact, there are no real surprises in the list at all; First Direct, John Lewis, Jet2Holidays.com, Next, Subway and Aldi were all in the top ten. The bottom … Read more
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 survive and thrive in their lifetime has not even been invented yet”. Scary, but how true have those words proven to be. Given the saturation of digital platforms, … Read more
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 the one differentiator that every manager believes they have under control. Yet it is still difficult to measure the ROI of good customer service – there is no clear metric … Read more
Is Your Customer Service Vanilla?
In a world of ice-cream parlors, vanilla is no longer enough these days; we expect something different, exciting, unique. We want to find a flavour that really floats our boat. Maybe honey-lavender or chili-chocolate? Something that keeps pulling us back to the one place and something that creates conversation; ‘have you been to…..?, ‘have you … Read more
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 shelf, or the web page, into the hands of your customers. In our blog, Let’s Get Engaged, we talk about the importance of creating a … Read more
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 small screen! According to their article of August 2015 ‘The UK Is Now A Smartphone Society’, OFCOM says the UK is now clearly addicted to … Read more
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 out there who sit in their offices and ponder the best ways to launch a new product, develop a new marketing campaign or sign up new business without acknowledging the one most … Read more
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 on an EasyJet flight and I received a questionnaire entitled “We are sorry you got diverted.” I did not get diverted, it was late. Did I respond? No. … Read more
Five Ways To Earn Your Customers’ Trust
‘I trust you because your customer service is great. I trust you because your product is good quality and reliable. I trust you because I know I can get in touch with you if I need to. I trust you because you clearly value my custom and I feel special. I trust you because I … Read more
What Would I Say About Your Business?
It is so easy to get bogged down in the ‘to do’ lists or action plans of every-day business. The more you do, it seems, the more there is to do. You decide to ‘just check your emails’ and before you know it, mid-morning coffee is calling. LinkedIn and Twitter should take up 20 minutes … Read more
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 on one of two determiners; was the product or service that I required within actual driving distance or, was it a price I could afford? In the … Read more
‘Unexpected Item In Bagging Area!’ or ‘Hello, How Has Your Day Been?’
Wagamamas was the lunchtime destination at Bluewater on the weekend for my daughter and I. We knew we would be guaranteed a speedy, healthy meal. When we were handed the menus on arrival we were also given a Qkr! Brochure with information on how we could pay our own bill at the table, on our … Read more
This guide will help you transform your business – if you take action. Customers are the lifeblood of every business as business owners we all want our customers to like us, buy more from us and keeping returning to us week after week, month after month, year after year and recommend us to friends and … Read more
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 platforms. In some states in south-eastern America, Heineken ran traditional television commercials. In other states they ran ads only on mobile phones at specific times of the day. Within three months the statistical analysis … Read more
Five Ways To Sell More …. OF ANYTHING!
I like quiet time. It was during one of my quiet times that I started to really think about the key levers that allow businesses to sell more of what they do. Whether it be more donuts with the coffee, more legal time for your client or more rooms in your care home, what really … Read more
Exit interviews – good or bad?
Having been invited to conduct some exit interviews for a local garden centre, we stopped a couple of customers to ask if they had found what they wanted and to enquire what they bought. They said they had been intending to buy a lot of plants but had been concerned to see there were vine … Read more
Call Centres – What can we learn from them?
Whether we love or hate them, we all spend time talking to Call Centres. I am sure we have all come across those recorded messages of press 1 for this, press 2 for that, press 3 for a bit of this and that, and press 4 for anything else. I am also sure we have … Read more
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 Whilst driving into work this morning, I was trying to sum up my holiday experiences and that ever-present factor, customer service. In Cornwall, Spain and France over the past … Read more