Bluestone becomes the first company in Wales to receive the ‘Customer Experience Excellence Mark’
Bluestone National Park Resort in Pembrokeshire has set a new bar in the tourism industry. It leads the way in Customer Experience (CX), becoming the first business in Wales to receive the coveted insight6 CX Excellence Mark.
Today, price rarely differentiates businesses – experience does. Understanding how customers and employees perceive your business is crucial to remain competitive as customer expectations rise.
The insight6 CX Excellence Mark recognises businesses that consistently go above and beyond to put their customer at the heart of the company and signifies a seal of approval from the UK’s leading CX experts.
“Receiving the insight6 CX Excellence Mark is a real honour as the team has worked incredibly hard over the past few years to ensure that we deliver the best for our guests at every level.
“We found investing in understanding our guest’s experience on a broader level has provided us with invaluable feedback to enhance our day-to-day operation. Part of the process means having all your team invested, and when your team is happy, this only enhances your customers’ experience, and vice-versa.
Through our journey, we have realised the importance of viewing the business through the eyes of our guests and actively seeking feedback. Even if you are doing things well, you may not appreciate the elements your guests truly value or where you could make things even better.”
– Claire Lewis, Head of Guest Experience at Bluestone
Bluestone is one of just 15 businesses across the UK to receive the insight6 CX Excellence Mark this year. “To deliver CX Excellence, a business must embed a clear and strong customer ethos. Businesses that receive the CX Excellence Mark consistently consider the customer impact of every key decision.
“They strategically design their customer journey – whether online, by phone or in-person – to deliver an outstanding experience based on research. And they regularly test and monitor performance to remain at the top of their game.”
– Mel Evans, insight6 CX Director South Wales
To find out more about the CX Excellence Recognition Scheme visit www.insight6.com/cxexcellence. Companies looking to elevate their CX can contact their local insight6 CX Director for a free, no-obligation review of their current CX strategy.
Join us as we talk CX in Essex with insight6’s newest team member, Gavin Meadows. Bringingover 28 years of retail expertise, including senior roles at Argos and Sainsbury’s, Gavin has a wealth of knowledge on improving CX across complex environments. We met with Gavin to discuss his journey, insights, and what inspired him to join thefranchise.
Talking CX in Essex, what insights can you offer local businesses?
The biggest takeaway is the importance of simplicity in the customer journey. For example, when we brought Argos into Sainsbury’s, there was untapped potential to cross-serve customers. Imagine a customer looking for a kettle in Sainsbury’s but not finding it in stock—they could easily pick it up in-store at Argos and equally be presented with a much larger range with market-leading fulfilment options. But more could have been done to raise awareness, creating a smoother and more integrated experience. For businesses in Essex, it’s vital to streamline the journey across all customer touchpoints. The easier it is for customers to find what they need, the more likely they will return.
What advice would you give to businesses implementing customer-facing technology?
My main piece of advice is to think about technology as a tool, not a solution in itself. We had to carefully implement technology at Argos to make it feel like a natural extension of the in-store experience rather than something that added complexity. The best approach is to ensure your customers and teams are comfortable with the technology and understand its value. Don’t just introduce tech because it’s trendy—bring it in thoughtfully, with clear support for customers and staff.
How can businesses leverage CX to stand out from the competition?
CX is often the true differentiator. While price is important, it can only take you so far. A memorable, positive experience is what customers remember and share with others. In retail, I’ve found that customers will choose to return to a business that treats them well, even if prices aren’t the lowest. This means delivering experiences that make people feel valued, understood, and appreciated. A warm interaction, efficient service, or even going the extra mile to solve a customer’s problem can set a business apart in ways that pricing alone can’t. Businesses that focus on building strong, positive connections with customers are always one step ahead.
What advice would you give to businesses looking to enhance customer loyalty?
Consistency and trust are essential. Customers want to know they can rely on you to meet their needs. Throughout my career, I’ve found that even small, continuous improvements can significantly impact customer loyalty. Listening to customers, valuing their feedback, and adjusting shows that a business truly cares. On a local level, Essex businesses have the unique advantage of building strong community ties. Establishing that personal connection is powerful for fostering loyalty.
Why did you join insight6, and what excites you about enhancing CX in Essex?
insight6’s model is genuinely appealing because it combines the strength of a national brand with the power of local expertise. I get to leverage my background in CX and retail operations to make a meaningful impact on Essex businesses. insight6 offers end-to-end CX solutions—from reviews and journey mapping to coaching and training. I’m excited to help businesses in Essex elevate their customer experiences, driving growth and loyalty in the local market.
About Gavin Meadows
Gavin Meadows is an insight6 CX Specialist dedicated to transforming the customer experience for businesses in Essex. With over 28 years in retail and a passion for fostering customer loyalty, Gavin’s insights are invaluable for local businesses looking to stand out. Connect with him on LinkedIn to explore how he can help your business.
At insight6, we work with over 1,200 businesses, offering tailored solutions to transform CX from end to end. Contact us today if you are ready to elevate your customer experience.
In today’s competitive business landscape, ensuring exceptional customer experience (CX) is more important than ever. insight6 is proud to announce that Rhian Huxtable, our CX Specialist for Devon & Cornwall, has recently achieved the prestigious Certified Customer Experience Professional (CCXP) certification. We sat down with Rhian to discuss his journey towards this significant milestone and what it means for insight6’s mission to deliver top-tier customer experience solutions.
1. What motivated you to pursue the CCXP certification?
Thanks to my background and hands-on roles at Sainsbury’s and Boots, I’ve always had a strong intuition for understanding and improving customer experiences. More recently, I’ve applied these skills to support my insight6 clients, helping them develop their CX strategies. But something felt incomplete—I wanted a professional accreditation to recognise our work and formally elevate my expertise.
The CCXP was the ideal choice to deepen my knowledge and gain a more comprehensive understanding of the theories and tools within the CX field. It validates my experience and embraces a mindset of continuous learning. I’m excited to bring these advanced skills to my clients and share best practices from a global network of CX professionals.
2. How will the accreditation enhance your ability to serve your clients?
The CCXP certification has strengthened my foundation by refining my understanding of the five core competencies within CX. This broader knowledge base allows me to dig deeper and pinpoint the root causes of my client’s challenges. With this certification, I’m not just relying on experience—I’m using proven methodologies to create tailored strategies that drive meaningful change.
Additionally, becoming CCXP certified means I’m connected to a global network of CX professionals. I now have access to a wealth of shared insights and the latest CX thinking, which I can leverage to keep my clients ahead of the curve. Ultimately, it equips me to provide even greater value with strategies informed by the most up-to-date practices in the industry.
For more information about the CCXP Certification, visit: (cxpa.org).
3. What particular aspect of the programme resonated with you and why?
What stood out to me was how the programme shifted my perception of CX. It’s not just about the “hearts and flowers” or delivering feel-good moments—it’s about using CX insights to drive strategic decisions that impact the entire organisation. The CCXP curriculum reinforced that effective customer experience management is critical for business growth. It links CX directly to financial outcomes, showing how a solid CX plan can influence customer retention and product development.
Another aspect that resonated was understanding the global perspective on CX. The certification provided valuable insights into how different markets, particularly the US, approach customer experience. Bridging that back to a UK context was a challenge but incredibly rewarding. It’s given me a fresh outlook and new tools to tailor global best practices to the local needs of my clients.
4. What changes will you implement now that you’re CCXP certified?
Achieving the CCXP certification has deepened my understanding of the various elements of the customer journey, and I’ve already started implementing more structured, data-driven strategies. It’s not about looking at customer experience in isolation anymore—it’s about seeing the bigger picture.
For example, I’m now focusing on mapping out every touchpoint in greater detail, identifying where we can add value and improve engagement. Clients can expect a more holistic approach, where each journey stage is optimised to meet and exceed customer expectations. This shift will help us deliver more impactful results, boosting customer loyalty and business growth.
5. Why is CX so vital for businesses in Devon & Cornwall?
Many businesses claim to deliver excellent experiences, but few verify if they’re genuinely meeting customer expectations. Locally, I help my clients see their companies through the eyes of their customers. Understanding how customers experience their brand and mapping out these journeys is critical to fulfilling promises made through websites, social media, and employee interactions.
6. How does the certification reflect insight6’s commitment to CX excellence?
Achieving the CCXP certification aligns perfectly with insight6’s vision to provide world-class CX solutions. As a unique organisation offering end-to-end experience management, it demonstrates our commitment to continuous learning and development. This certification assures our clients that we are equipped with the latest skills and insights, delivering high-quality service every time. Being the only CCXP-accredited Specialist in the South West reinforces our position as the leading experts in the region.
Rhian’s achievement of the CCXP certification is a testament to his dedication to customer experience excellence. As part of the insight6 team, Rhian is now better equipped to help businesses in Devon and Cornwall elevate their CX strategies. At insight6, we believe in the continuous development of our specialists to provide the best service to our clients. Rhian’s certification is just one example of how we strive to maintain our leadership position in the CX field. To learn more about how Rhian can help your business transform its customer experience, contact him on LinkedIn or at insight6.
At insight6, our unique and tailored solutions allow businesses to transform their customer experience cost-effectively with the dedicated support of a local specialist. To find your Specialist to transform your customer experience, call +44 (0) 800 970 8987 or visit www.insight6.com.
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 service at the heart of your business. Businesses prioritising CX and service foster loyalty, drive satisfaction, and succeed tremendously.
Here, we explore why CX and service are essential to your business strategy. Specifically, we look at how embedding these elements can transform your operations, engage your employees, and delight your customers. Let’s explore how prioritising CX and service can set you apart and pave the way for a winning strategy.
In the current landscape, prioritising the customer experience (CX) and service is beneficial and necessary for thriving in a competitive market. Let’s explore what we mean by CX, why service matters and how CX has evolved.
What is Customer Experience (CX)?
Customer Experience (CX) is a customer’s journey with your business. It includes every interaction, from the first contact to post-purchase support. CX is about creating positive, memorable experiences that keep customers coming back. To learn more, read our blog post – Why Customer Experience is Everything: Your Ultimate Guide to CX.
Why Service Matters
Businesses’ roles are changing, and so are expectations. Serving all stakeholders is crucial for success. Embedding service in your strategy resonates with stakeholder needs. Doing right by customers and employees lays the foundation for success. Service excellence boosts customer satisfaction and drives business performance.
The Evolution of CX
CX has evolved over the years. Initially, businesses focused on product and service quality. With growing competition and customer expectations, delivering exceptional experiences is critical.
CX now includes both functional and emotional aspects.
Digital technology and social media give customers more power.
Positive customer experiences influence other potential customers.
A robust CX strategy is essential for success today.
The Strategic Importance of CX and Service
Prioritising CX and service boosts customer loyalty, provides a competitive advantage, and positively impacts revenue. These elements are crucial for any business thriving in today’s market. Let’s look at each area in more detail.
CX and service provide a competitive edge in a crowded market. Businesses that prioritise customer experience stand out. They attract and retain customers more effectively than those that don’t. By focusing on service excellence, you differentiate your brand and create a unique value proposition that appeals to customers. Creating ‘WOW’ moments will take your customer experience (CX) to the next level. To learn more, read our blog on “Wow Moments in Customer Experiences.”
Impact on Revenue
Good CX and service directly impact your bottom line. Happy customers spend more and are more likely to become repeat buyers. They also generate positive word-of-mouth, bringing in new customers. By improving customer satisfaction, businesses can drive higher revenue and profitability. For more insights, refer to our blog on “Increasing ROI: The Critical Role of CX.”
Embedding CX and Service in Your Business Strategy
Incorporating CX and service into your business strategy requires strong leadership, a supportive company culture, engaged employees, and effective use of metrics and KPIs. By focusing on these areas, you can build a strategy that delivers exceptional customer experiences and drives business success. Let’s explore each one in more depth.
Leadership Buy-In
Leadership buy-in is crucial for prioritising CX and service. When leaders champion customer experience, it sets the tone for the entire organisation. Leaders prioritising CX and service inspire their teams to follow suit, creating a top-down commitment to excellence. Our blog, “The Cost of a Bad Employee Experience,” emphasises that good leadership is key to fostering a positive workplace culture prioritising exceptional service.
Company Culture
A customer-centric culture is the backbone of an organisational strategy. When an organisation prioritises CX and service in its culture, it ensures that every employee understands the importance of the customer journey. This alignment helps create emphasis on high-quality experiences for customers. A strong culture of service not only improves customer satisfaction but also enhances employee morale and engagement. Read more about fostering a customer-centric culture in our blog, “The Role of a Good Leader.”
Employee Engagement
Engaged employees are essential for delivering excellent CX and service. Employees who feel valued and motivated are likelier to go the extra mile for customers. Engaging employees through recognition, training, and clear communication can lead to higher productivity and better customer interactions. Our blog, “One Simple but Essential Thing Leaders Can Do to Improve Employee Engagement,” highlights the importance of employee engagement in driving business success.
CX Metrics and KPIs
Businesses must establish critical metrics and KPIs to measure and track CX’s success. These might include Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Regularly monitoring these metrics helps businesses identify improvement areas and gauge the effectiveness of their CX strategies. For more on the importance of tracking CX metrics, refer to our blog, “Increasing ROI: The Critical Role of CX.”
Practical Steps to Integrate CX and Service
Integrate CX and service into your business strategy with these practical steps:
Map the customer journey.
Maintain regular feedback loops.
Invest in training.
Leverage technology.
Using this approach delivers exceptional customer experiences and builds loyalty. Now, let’s examine each step in more detail.
Customer Journey Mapping
Map the customer journey to visualise every touchpoint and identify pain points. Doing this helps create seamless, positive experiences that boost satisfaction and loyalty.
Invest in continuous customer experience (CX) training and development for your staff. Regular training sessions and development programs ensure employees are up-to-date with the latest service techniques and best practices, leading to better customer interactions.
Technology and Tools
Use CRM systems, feedback tools, and mystery shopping to streamline processes and improve service. Technology helps track customer interactions, gather data, and provide insights into customer behaviour, making your service more efficient, personalised, and responsive.
Real-World Examples
Seeing theory in action can be incredibly motivating. Here are some real-world examples of businesses that have successfully integrated CX and service into their strategies:
📊 Bishop Fleming: Leading the Way in Accountancy CX
Bishop Fleming has set a benchmark in the accountancy sector by focusing on customer experience. They have achieved significant growth and client satisfaction through continuous feedback loops and dedicated employee training. Read more about their success here.
🏖️ Bluestone: Elevating Customer and Employee Experiences
Bluestone National Park Resort has transformed its guest and employee experiences by embedding CX in its strategy. Their focus on feedback and service excellence has led to high satisfaction rates and business growth. Discover their journey here.
🚗 Arnold Clark: Mystery Shopping Dealerships Nationwide
Arnold Clark uses mystery shopping to maintain high standards across its nationwide dealerships. This proactive approach ensures consistent customer service and identifies opportunities for improvement. Learn about their approach here.
These examples show how various industries have successfully implemented CX and service strategies to drive growth and improve customer satisfaction. By following their lead, your business can also achieve remarkable results.
Conclusion: CX And Service
Customer experience and service are critical to business success. You create a foundation for customer loyalty, competitive advantage, and increased revenue by embedding CX and service into your strategy. These steps ensure exceptional experiences, from mapping the customer journey to leveraging feedback and investing in employee training.
Ready to make CX and service the cornerstones of your strategy? Contact us today to learn how we can help you embed these principles into your business for sustained growth and success.
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Mental health-related workplace absence is rising, leading to rising costs for UK businesses. Unhappy employees are often disengaged, which impacts their work and, ultimately, the company. Conversely, happier, engaged employees are more productive and deliver better service. Here, we explore the importance of employee well-being and how asking and acting on feedback will boost ROI, driving business success.
Who benefits from investing in employee well-being?
Investing in employee well-being benefits everyone involved. Your employees are the heart of your company, and their happiness directly influences productivity and customer service, driving overall success.
Undeniably, workplace stress is a significant factor in absenteeism, affecting both short- and long-term outcomes. Did you know that 39% of European workers experience negative emotions daily? Undoubtedly, this emphasises the pressing need to address workplace stress.
The prevalence of stress in the UK is alarming, with 9 in 10 adults reporting high or extreme stress levels in the past year. Consequently, this highlights the urgent need to implement measures supporting employee well-being and alleviating workplace pressures.
Corporate burnout, often glamorised as a symbol of dedication, undermines employee well-being. Unquestionably, prioritising quality over sheer hours worked is crucial for maintaining a healthy work environment.
Prioritising the employee well-being isn’t just about compassion—it’s a strategic imperative. A supportive workplace culture can empower employees to thrive, increasing productivity and overall business success. The one simple (but essential) thing leaders can do to improve employee engagement is check in with their staff to see how they feel.
How does a bad employee experience impact ROI?
A poor employee experience can significantly impact ROI, productivity, retention, and overall business success.
Gallup’sState of the Global Workplace: 2023 Report reveals most (59%) of the world’s employee’s are “quiet quitting”. Therefore, these employees are filling a seat and watching the clock rather than fulfilling their potential. Moreover, according to Gallup, low engagement costs the global economy £6.9 billion, accounting for 9% of global GDP. On the other hand, low-engagement workers present a significant opportunity for economic growth.
Did you know that the Europe has one of the lowest percentages of engaged employees, with only 13% reported as actively engaged? However, 72% of workers in the regional percentage are disengaged. Additionally, 15% are actively disengaged. These employees take actions that directly harm the organisation, undercutting its goals and opposing its leaders.
Amidst companies grappling with supply issues and staffing shortages, a bad employee experience can significantly harm the customer experience (CX). In our blog, “Employee Experience: The High Cost of Getting it Wrong,” we look into the high cost of this issue.
Conversely, companies that invest in their workforce and deliver a positive employee experience reap the benefits. Studies show that companies with highly engaged employees experience a 10% increase in customer satisfaction and a 20% increase in customer loyalty.
When is the right time to prioritise well-being?
There isn’t a single perfect time to prioritise employee well-being; it should be woven into a business’s culture to genuinely care for and nurture a workplace environment. However, critical moments such as welcoming new team members or expanding your workforce offer particularly opportune times to emphasise this focus. Nonetheless, it’s never too late to do so.
The global pandemic has caused unprecedented disruptions in the workforce. Remote work is becoming more common, and the need for connection is becoming even more pronounced.
Many employers tried their best to implement certain benefits and support. However, according to Mercer, there’s a notable difference between employers’ beliefs about their benefits and employees’ actual experiences. While 89% of organisations think their benefits adequately supported employees during the pandemic, only 64% of employees feel the same way. This highlights the need for improved communication and benefits delivery. Moreover, it’s crucial to gauge employees’ real-time feelings to address their needs swiftly.
At insight6, we partner with organisations to obtain real-time actionable insights using our innovative online feedback tool, instant insight. By empowering employees to feel valued and listened to, we enable them to focus on tasks that drive impact, ultimately increasing sales, customer loyalty, and profitability.
Where can I find resources to support my employees?
You can find resources to support your employees from various sources, including non-profit organisations like The Stress Management Society and Mind Mental Health Charity, which offer guidance and assistance in recognising and reducing stress. Here at insight6, we can help by providing an online tool to obtain employee feedback, check in on well-being and provide training and development workshops to enhance employee experiences.
Additionally, don’t overlook internal resources such as your HR Department, outsourced suppliers, and Employee Benefits Specialists who can offer tailored solutions and support programmes. Occupational Health Services and Employee Assistance Programs (EAPs) also provide valuable assistance for both physical and mental well-being. Accessing these diverse resources ensures comprehensive support for your employees’ needs.
How do you measure the ROI of employee well-being?
Measuring the ROI of employee well-being can be done through various approaches.
Financial Metrics: To measure ROI, analyse reduced healthcare costs, decreased absenteeism, lower turnover rates, and increased productivity. Quantify and compare these metrics against the investment in employee well-being programmes.
Employee Surveys: Regularly survey employees to gauge satisfaction, engagement, and well-being. Compare survey results before and after implementing well-being initiatives to assess impact and ROI.
Productivity Metrics: Evaluate productivity changes, such as increased output, improved quality, and reduced errors, to gauge employee well-being’s ROI. Track these metrics over time to identify the impact of well-being programmes.
Employee Retention: Monitor employee retention rates pre-and post-implementation of well-being initiatives to determine ROI impact.
Absenteeism and Presenteeism: Track absenteeism rates and measure the impact of well-being programmes on reducing absenteeism. Additionally, presenteeism must be assessed to determine the effectiveness of well-being initiatives.
By integrating these measurement strategies, organisations can unlock the true ROI of employee engagement initiatives. Equally, with valuable insights, you can confidently make data-driven decisions to bolster well-being and propel your business forward.
How do I develop an employee engagement plan?
Putting employee well-being and engagement first is crucial for businesses aiming to stand out, attract new customers, and secure long-term success.
Assess your current situation. Conducting surveys, hosting focus groups, or reviewing performance feedback to understand where you are right now.
Set clear goals. Defining objectives is vital, whether you’re enhancing communication, nurturing a positive work culture, or developing your career.
Create specific strategies and initiatives. Think of regular team-building activities, professional development opportunities, or refining communication channels.
Involve your employees every step of the way. Their input and feedback are invaluable in shaping and refining your engagement plan.
Review and refine. Regular monitoring and evaluation ensure you can make necessary tweaks for continuous improvement and success.
As a UK-based customer experience company, we’ve witnessed firsthand the profound influence of employee engagement on customer interactions and brand reputation. Furthermore, engaged employees are vital for delivering exceptional products and services.
Understanding your employees’ perspectives is crucial. Our total online feedback solution, instant insight, provides a seamless and affordable method for collecting and analysing feedback from your team and customers. By collaborating with insight6, you can gain invaluable insights to develop a plan for employee engagement and drive business growth.
Using instant insight, you will:
Gather employee feedback effectively.
Collect customer feedback efficiently.
Gain real-time analysis and reporting.
Obtain actionable comments promptly.
Improve products and services based on insights.
Benchmark against competitors quickly.
Boost positive online reviews.
Discover the power of feedback with instant insight from insight6.
Conclusion: The impact on ROI
Investing in our employees’ well-being is imperative, not optional. Furthermore, prioritising their welfare and enhancing the employee experience strengthens resilience, elevates job satisfaction, and directly impacts operations, leading to increased profitability and ROI. By partnering with insight6, you’ll gain invaluable insights into factors shaping your employee experience and strategies to enhance it for business success. Don’t let the cost of stressed or disengaged employees affect your bottom line. Contact us today for a no-obligation chat or request a demo of instant insight to see how we can revolutionise your business!
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One crucial strategy for increasing ROI stands out in today’s business world: making your customers happy. It’s not just a trend; it’s a key to success. Look at Amazon—it’s a great example of how focusing on customer happiness can make a business thrive. Here, we examine why customer happiness is vital for boosting ROI and present six ways to enhance your business’s success by delivering an exceptional customer experience (CX).
Measuring what matters
Customer experience (CX) should be a top priority in every business meeting. You might think, “You would say that as leading UK customer specialists”, but don’t just take our word for it. According to Forrester, businesses prioritising customer experience grow their revenue 1.7 times faster than businesses that don’t.
However, recognising its importance isn’t sufficient. You must demonstrate the impact of customer experiences, good or bad, on your bottom line. Without tangible evidence, convincing company leaders to invest in CX can be an uphill battle. So, while it’s evident that CX is crucial for customer satisfaction, proving its value through measurable ROI is essential for securing the budget and resources to stay competitive.
Six ways CX will improve your ROI
1. Customer Loyalty and Retention:
Why does customer loyalty matter? It’s simple—happy customers stick around. Investing in CX breeds loyalty, reducing the churn rate and the need for constant customer acquisition. As satisfied customers remain loyal, the cost of acquiring new ones diminishes, leading to sustainable growth and an enhanced ROI over time.
2. Repeat Business and Upselling Opportunities
How does CX drive repeat business? When customers have positive experiences, they’re more inclined to return for more. Moreover, a satisfied customer is like fertile ground for upselling. By delighting customers with exceptional experiences, businesses create opportunities to cross-sell or upsell additional products or services, further bolstering revenue streams.
3. Positive Word-of-Mouth Marketing
Why is word-of-mouth marketing so potent? It’s built on trust. Delighted customers don’t just keep their positive experiences to themselves; they share them with others. This organic promotion by satisfied customers is invaluable, attracting new business at a fraction of the cost of traditional advertising and increasing ROI in the process.
4. Reduced Customer Service Costs
How does CX impact customer service costs? Simply put, fewer complaints mean fewer resources expended on resolving them. By prioritising CX and consistently delivering excellent experiences, businesses can mitigate issues before they arise, leading to lower customer service costs and a healthier bottom line.
5. Differentiation in a Competitive Market
What sets businesses apart in a crowded market? Exceptional customer service. In fiercely competitive industries, CX becomes a crucial differentiator. Businesses carve out a niche by consistently exceeding customer expectations and attracting discerning customers who value superior experiences, increasing market share and profitability.
6. Enhanced Customer Lifetime Value (CLV)
Why is the customer lifetime value (CLV) crucial? It’s a long game. CX isn’t just about one-off transactions; it’s about fostering enduring relationships. By providing consistently positive experiences, businesses cultivate loyal customers with higher CLV. These customers become the backbone of sustained profitability, driving up overall ROI.
Conclusion: Increasing ROI with CX
Investing in CX isn’t merely discretionary—it’s an investment with tangible returns. By prioritising customer experience, businesses enhance satisfaction and directly impact operations, increasing profitability and ROI. If you aim to future-proof your business, doubling down on CX is critical. At insight6, we believe in the transformative power of exceptional customer experiences. Ready to elevate your business? Contact us today for a no-obligation chat and unlock your CX strategy’s full potential.
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Ensuring student well-being has become increasingly important within the education sector, especially during the COVID-19 pandemic. Today, a robust student experience and well-being strategy are essential. Why? So, colleges and universities can enhance the overall educational experience to ensure students are given the best chance to succeed. Here, we explore the significance of prioritising student well-being and offer solutions to enhance a better educational experience, helping you to attract and retain a diverse population of students.
Additionally, young people with probable mental health disorders are twice as likely to experience online bullying. This underscores the urgency for educational institutions to take proactive measures in supporting student well-being to enhance their overall educational experience and maximise their chances of success in life.
Why is student well-being important? What are the consequences of neglecting it?
Student well-being is crucial in education as it profoundly impacts learning and the overall success of both students and educational institutions. Neglecting student well-being can result in detrimental consequences such as declining academic performance, low student engagement, increased absenteeism, and higher dropout rates. Moreover, it can harm the reputation of the institution and lead to financial instability.
Furthermore, an alarming factor to consider is the incidence of self-harm and suicide among students in higher education. The current suicide rate for students in England and Wales stands at 3 deaths per 100,000 students. This highlights the grave repercussions of educational institutions failing to implement a robust student well-being strategy.
Colleges and universities can benefit in numerous ways by regularly measuring and monitoring student well-being and providing necessary support.
Benefits of measuring and monitoring student well-being:
✓ Enhance the student experience.
✓ Create best chances for success.
✓ Mitigate reputation risks.
✓ Maintain high retention rates.
✓ Attract more new students.
✓ Improve enrolment rates.
Prioritising student well-being fosters a healthier and happier student body, creating a positive ripple effect throughout the entire institution.
What is the impact of student well-being on learning and student success?
Student well-being greatly impacts learning and student success. A positive and supportive learning environment profoundly influences academic performance, engagement, and retention rates. When students feel happy, engaged, and supported, they are more likely to thrive academically. Conversely, a negative and unsupportive learning environment can contribute to heightened stress and anxiety, adversely affecting learning outcomes and academic performance.
Prioritising student well-being brings advantages to educational institutions as well. By fostering a positive learning environment that promotes well-being, institutions can experience higher retention rates, improved student satisfaction, and better financial stability. Creating an environment where students feel supported and valued not only benefits individual students but also contributes to the overall success of the educational institution.
How do you support student mental well-being and improve retention rates?
To support student mental well-being and boost retention, educational institutions must develop a reliable student experience strategy. Your strategy should include proactive measures that address key wellbeing issues, such as providing counselling services, sufficient mental health resources, and stress management programmes. Additionally, educational institutions should look to create a supportive and inclusive learning environment that fosters positive relationships between students, faculty, and staff alike.
How can a student well-being survey enhance support and learning success?
A student well-being survey is a powerful tool that can help institutions provide the support students need and improve the overall experience. A survey can provide insights into the specific needs of the student population, identify potential areas of improvement, and assess the effectiveness of current support services. By gathering this data, educational institutions can develop evidence-based strategies to enhance well-being and ultimately create a more positive and supportive learning environment for all.
Measuring the student experience or monitoring student well-being is essential, but understanding how to interpret the data and what to do with it is even more critical. That’s where insight6 can help. Our total feedback solution, instant insight, is an easy, cost-effective way to regularly and consistently analyse the feedback from your students and can be used as an important tool for monitoring well-being.
Using instant insight will:
✓ Allow you to gain student feedback.
✓ Help you gain employee feedback.
✓ Monitor admissions & open days.
✓ Track course satisfaction.
✓ Analyse/report on student well-being.
✓ Benchmark against your competitors.
✓ Increase positive online reviews.
Best practices and ideas to improve student wellbeing
Improving student well-being requires a proactive approach and implementing best practices. Key considerations include reviewing the current institutional setup and asking important questions about student well-being. It is crucial to provide adequate mental health resources, stress management initiatives, and foster an inclusive environment that actively listens and responds to student needs. Establishing effective communication and engagement processes is essential for educators to truly enhance student well-being.
insight6, as a partner to various UK higher education institutions, focuses on elevating the student experience to improve overall satisfaction, retention rates, and attract prospective students. Our comprehensive feedback solution, instant insight, enables institutions to regularly analyse feedback from students and employees, gaining valuable insights for informed decision-making and positively impacting the student experience.
In summary, addressing student well-being is vital for educational institutions. The consequences of neglecting student well-being can be devastating for all involved. Proactive measures and effective feedback systems are crucial for continuously improving student well-being. At insight6, we help colleges and universities deliver impactful student experiences, support well-being and drive real institutional growth.
Don't let the cost of unhappy or stressed students ruin your reputation or impact your institution's success. Get in touch today to arrange a no-obligation chat with your local CX specialist or to arrange a free demo of our total feedback solution - instant insight.
Delivering a positive student experience is critical to increasing retention rates. Higher Education institutions must ensure students' needs are met at every step of the journey, from enrolment to graduation. A robust student experience strategy is essential. Why? So, Colleges and Universities canincrease recruitment and retentionrates to provide financial stability and protect reputation. Here, we explore how measuring student satisfaction and well-being can help your institution attract and retain a diverse population of students.
What are the challenges facing higher education institutions?
Higher education institutions in the UK face several challenges, including ongoing financial pressures due to reduced government funding, a need to improve access and participation for disadvantaged groups, and concerns about student mental health.
Brexit has also created uncertainty around research funding and international student recruitment. Additionally, the COVID-19 pandemic has accelerated the need for digital transformation, which has created challenges around ensuring fair access to technology and providing high-quality online learning experiences.
Finally, there is a growing concern that higher education institutions are not providing students with the skills they need to succeed in the workplace.
What is the student experience and why is it important?
As higher education institutions strive to attract and retain the best students, the quality of the student experience has become a critical factor. But what exactly is the student experience? Simply put, it's the sum of all the academic, social, and personal experiences that students have while studying at university.
A positive student experience can help colleges and universities deal with recruitment challenges by attracting and retaining a diverse student population, offering unique programs and flexible learning options, investing in student support services, and building a strong reputation. By prioritising the student experience, institutions can create a culture of learning and success that benefits both students and institutions.
How does a bad student experience impact a Higher Education institution?
Enrolment numbers and dropout rates are top of mind for higher education institutions across the UK. With the rising costs of education and limited funding, institutions are feeling the financial pinch, making it critical to attract and retain students.
Prioritising the student experience will enable institutions to attract and retain a diverse student population, increase student success, and ultimately ensure their own long-term financial viability.
How are the student experience and student satisfaction linked?
A positive student experience leads to higher levels of student satisfaction, while a negative one results in lower satisfaction rates. Everything from the quality of teaching and course content to the availability of support services and campus amenities contributes to the overall student experience.
By offering a supportive and engaging environment, institutions can create a positive experience for students, leading to higher satisfaction rates. When students feel motivated and connected, they are more likely to stay engaged, succeed, and ultimately become loyal ambassadors for the institution. By prioritising the student experience, institutions can create a thriving academic community with students at the heart of it all.
Best practices to increase student enrolment rates.
At insight6, we work with higher educational institutions to develop a comprehensive student experience strategy that attracts and retains the right candidates. Here are some of the best practices our local CX specialists help colleges and universities implement:
Use data-driven insights: Understand how potential students engage with various recruitment channels, such as social media, online search engines, and course literature. Tailor recruitment strategies accordingly to attract the right students to open days.
Create a standout experience: Open days should be used to make a memorable first impression. Incorporate live demonstrations, key speakers, and student participation to showcase the institution's unique value proposition. Ensure consistency across faculties and touchpoints to create a cohesive and impactful brand experience.
Maintain communication: Regularly communicate with potential students from registration of interest through to clearing to keep them engaged and informed.
Map the student journey: Conducting customer (student) journey mapping and feedback analysis will help colleges and universities to continuously improve the recruitment process, from the initial research stage through to enrolment.
By leveraging data-driven insights and feedback analysis, institutions can improve communication, create standout experiences at open days, and streamline the recruitment journey. These factors help colleges and universities deliver a great first impression and a positive student experience.
Best practices to reduce student dropout rates.
At insight6, our local CX specialists work closely with colleges and universities to map out scenarios and intervention processes to improve situations and better understand the required support. Here are some of the best practices to reduce student dropout rates:
Support the whole student: From academic challenges to social issues, there are many factors that can contribute to a student dropping out. It's important to consider the whole student experience and provide the necessary support to address these challenges. By offering a range of services, such as mental health support, financial assistance, and career guidance, institutions can create a more supportive environment that encourages students to stay the course.
Encourage engagement: Students who are engaged in their courses and the wider university community are more likely to persist with their studies. Encourage engagement by offering extracurricular activities, community events, and opportunities for student leadership. These experiences can help students to build relationships, develop new skills, and feel more invested in their university experience.
Monitor performance and feedback: One of the best ways to reduce dropout rates is to monitor student performance and gather regular feedback. By identifying students who are struggling early on, institutions can offer targeted support to help them stay on track. Regular feedback can also help institutions to identify areas for improvement and make necessary changes to enhance the student experience.
By gaining regular and consistent feedback with expert support, institutions can quickly act or resolve issues to improve situations that could lead to a bad student experience. By partnering with insight6, colleges and universities can proactively plan to improve the student experience and importantly reduce dropout rates.
How do you measure the student experience and well-being?
Measuring the student experience or monitoring student well-being is essential, but understanding how to interpret the data and what to do with it is even more critical.
At insight6, we understand that the potential lifetime value of each enquiry is substantial. We support hundreds of UK higher education providers to improve the student experience to improve the overall student experience, increase retention rates, and attract future students.
To transform the student experience, you must first understand how you perform in your students' eyes. Our total feedback solution, instant insight, is an easy, cost-effective way to regularly and consistently analyse the feedback from your students and employees.
Using instant insight will:
✓ Allow you to gain student feedback.
✓ Help you gain employee feedback.
✓ Monitor admissions & open days.
✓ Track course satisfaction.
✓ Analyse/report on student well-being.
✓ Benchmark against your competitors.
✓ Increase positive online reviews.
In summary, a robust student experience strategy is essential if you are looking to succeed in today's competitive market. At insight6, we help colleges and universities deliver impactful student experiences that drive real institutional growth. By partnering with us, you will better understand the factors that affect your student experience and how to enhance it to drive institutional success.
Don't let the cost of unhappy or stressed students ruin your reputation or impact your institution's success. Get in touch today to arrange a no-obligation chat with your local CX specialist or to arrange a free demo of our total feedback solution - instant insight.
Customer satisfaction is a crucial part of any successful business. Organisations must ensure customers are satisfied across every touchpoint to stay ahead of the competition, win new business, and build customer loyalty. A robust customer experience (CX) strategy is essential. Why? So, you can boost customer loyalty, continually attract new business, and ultimately - increase profitability. Here, we explorehow customer satisfaction and a strong customer experience strategy can help your business succeed.
A recent study found that a positive experience leads 89% of consumers towards making a repeat purchase.But, 61% say they would switch to a new brand after just one bad experience.Additionally, service issues cost UK firms £9.24bn monthly in complaints handling. That's quite a lot of lost revenue. These statistics show that a poor customer experience (CX) can significantlyimpact organisational performance.
What does customer satisfaction mean?
Customer satisfaction is how well an organisation meets or exceeds the expectations of its customers. Essentially, it's the result of a good or bad customer experience.
Recent studies show that companies with a strong customer experience focus have a 75% higher customer retention rate than those that don't. Additionally, 86% of loyal customers will recommend a brand to friends and family, and 66% will write a positive online review following a good experience. Generating positive customer reviews is relatively simple and easy to achieve, and it should be part of your marketing strategy.
How can you improve customer satisfaction?
Customer reviews and feedback surveys are the best way to improve customer satisfaction. This includes generating net promoter scores (NPS), customer satisfaction scores (CSAT), and customer effort scores (CES). Each method has its unique approach, but the goal is to gather as much customer information as possible about their experiences with your business. You can look at our six steps to generating positive customer reviews for more insight on utilising these platforms.
How does customer satisfaction impact organisational performance?
Whether you like it or not. Customer satisfaction has a direct impact on business performance. Moreover, satisfied customers are more likely to repurchase goods or services, provide positive reviews, and become loyal brand advocates.
In contrast, dissatisfied customers will likely switch to a competitor, leave negative reviews, and discourage others from using your business. Not only can this lead to a decrease in revenue and profitability, but it can also considerably impact a business's reputation.
At insight6, we have extensive experience helping businesses develop and implement effective customer experience strategies. By understanding your customers' needs and expectations, we can help you win new business, build customer loyalty and drive profitability, leaving you free to focus on what's important - running your business.
Our mystery shopping program, for example, allows organisations to see through their customer's eyes, identify improvement areas, and make data-driven decisions. In addition, by correctly measuring your customer experience with the right tools, businesses can accurately gauge the quality of their service and use the data acquired to improve it.
How can the employee experience impact customer satisfaction?
Satisfied employees equal satisfied customers. Why? Because happy employees are more likely to provide exceptional customer service, which leads to happy customers. When employees feel valued, respected, and supported - and receive appropriate training with access to the right technology and resources - they are more inclined to go the extra mile.
For organisations with an unhappy workforce, clients will likely receive subpar service, leading to many dissatisfied and disgruntled customers. So, what's the solution? We believe the best way is to make employee engagement a priority. Plus, a total feedback solution like instant insight can analyse the feedback from both your team and customers.
Why measure and report on customer satisfaction?
Measuring customer satisfaction is essential for businesses to understand the effectiveness of their products or services. The most used method are surveys asking customers to rate their experiences. Customer feedback provides valuable insights into areas that require improvement, enabling businesses to take necessary actions to enhance their products or services.
Satisfied customers are more likely to be loyal and recommend the company to others, which can lead to increased revenue and growth. On the other hand, dissatisfied customers may churn and leave negative reviews, damaging the business's reputation. Therefore, measuring and reporting on customer satisfaction is essential to maintain and improve customer relationships, which is vital for the long-term success of any business.
To transform the customer experience (CX), you must first understand how you perform in your customers' eyes. Our total feedback solution, instant insight, is an easy, cost-effective way to regularly and consistently analyse the feedback from your customers and employees.
Using instant insight will:
✓ Allow you to gain customer feedback.
✓ Help you gain employee feedback.
✓ Analyse/report on real-time feedback.
✓ Obtain actionable comments.
✓ Improve your products and services.
✓ Benchmark against your competitors.
✓ Increase positive online reviews.
In summary, a robust customer experience strategy is essential if you are looking to succeed in today's competitive market. Companies can effortlessly differentiate themselves from competitors by understanding their customers, improving processes, empowering employees, winning new business, and building customer loyalty.
At insight6, we help businesses deliver cost-effective, impactful customer experiences that drive real business growth. By partnering with us, you will better understand the factors that affect your customer experience (CX) and how to enhance it to drive business success. Don't let the cost of unsatisfied customers impact your bottom line! Get in touch today for a no-obligation chat or request a demo to see how instant insight can transform your business!
Most of us understand the importance of delivering exceptional customer experiences to drive loyalty, repeat business, and growth. But have you considered the impact of a bad employee experience on your customer experience and, ultimately, your bottom line? A robust strategy is essential. Why? So, you can increase productivity, retain talent, enhance the customer experience and drive profitability. Here, we explore the high cost of a bad employee experience and how to avoid it.
Simply put, the employee experience refers to how employees feel about their interactions with their employer, including their work environment, job duties, and relationships with colleagues. A bad employee experience can harm productivity, job satisfaction, and the customer experience (CX). Therefore, a great employee experience creates a positive work culture and drives business success.
How do the employee experience and employee engagement differ?
While employee engagement refers to an employee’s emotional investment in their work and motivation to go above and beyond, the employee experience encompasses a broader range of factors, including the work environment, company culture, and opportunities for growth and development.
A bad employee experience can lead to disengagement, low morale, and ultimately, a negative impact on the customer experience (CX). Therefore, companies must prioritise employee experience and engagement to create a positive workplace culture and drive business success.
According to a recent Engage for Success Task Force report, only 36% of UK employees are highly engaged in their jobs, and the UK’s productivity levels lag other major economies. The UK Working Lives Report by Mercer found that 71% of UK employees are looking for new job opportunities, indicating a significant dissatisfaction with their current employee experience. With many sectors suffering from a skills shortage, these statistics should concern employers about how to retain top talent.
How does a bad employee experience impact the customer experience?
The employee experience and customer experience (CX) are closely linked – happy, engaged employees are more likely to provide exceptional customer service and drive customer loyalty. On the other hand, a bad employee experience can lead to disengagement, low morale, and ultimately, a negative impact on the customer experience.
Employees need proper training and support to gain the skills or resources required to provide exceptional service. Additionally, employees who are unhappy or feel undervalued may be more likely to negatively interact with customers, leading to decreased customer satisfaction, loyalty, and retention.
As companies struggle with supply issues and staffing shortages, a bad employee experience can harm the customer experience (CX). The Institute of Customer Service recently reported a record number of service issues, costing UK firms £9.24bn monthly in complaints handling. A hostile work environment affects employees and damages the company’s reputation and customer satisfaction.
Conversely, companies who invest in their workforce and are committed to delivering a positive employee experience reap the benefits. Studies have shown that companies with highly engaged employees experience a 10% increase in customer satisfaction and a 20% increase in customer loyalty.
What’s the actual cost of a bad employee experience?
Creating a positive employee experience has become critical to running a successful business in today’s competitive landscape. Unfortunately, many companies struggle to prioritise employee experience, leading to negative consequences that impact their customers and bottom line.
According to Mercer’s UK Working Lives Report, disengaged employees in the UK cost businesses an estimated £52-£70 billion per year in lost productivity and increased recruitment and retention costs. These statistics highlight the significant impact a bad employee experience can have on the success of UK businesses.
How to avoid the high cost of a bad employee experience
Businesses must prioritise creating a positive employee experience that drives engagement, productivity, and customer satisfaction to avoid the high cost of a bad employee experience. Let’s explore best practices for creating a best-in-class employee experience.
Develop a clear employee experience strategy. Define your goals and objectives for employee experience and align them with your business strategy. Doing this will ensure your efforts are focused, and you can measure your progress.
Foster a positive workplace culture. Cultivate a workplace culture that values employees and prioritises their well-being. You can provide opportunities for professional development, work-life balance, and recognition for a well-done job.
Invest in employee development. Provide ongoing training and development opportunities to help employees grow and develop. Ultimately, this benefits them, improves their ability to serve customers, and contributes to the business’s success.
Listen to employee feedback. Ask for regular feedback about their experience working for your company, and act based on their input. Doing this helps to build trust and engagement among employees and demonstrates your commitment to their well-being.
Measure employee experience and engagement. Use metrics such as employee satisfaction surveys and engagement scores to evaluate the effectiveness of your employee experience strategy and identify areas for improvement.
By adopting these best practices and creating a positive employee experience, companies and organisations can improve employee engagement and productivity, reduce turnover and recruitment costs, and ultimately drive customer satisfaction and business success. Remember, a happy workforce leads to satisfied customers!
From bad to best-in-class: Transforming the employee experience
By prioritising employee engagement and creating a positive employee experience, your business or organisation can differentiate itself from the competition, win new business, and, ultimately, drive long-term profitability and growth.
As a customer experience (CX) business, we have seen first-hand how employee engagement affects customer interaction and how that impacts the brand for better or worse. Your employees play a pivotal role in delivering your product or service. Disengaged staff do not go the extra mile for your customers.
To transform the employee experience, you must first understand how you perform in your employees’ eyes. Our total feedback solution, instant insight, is an easy, cost-effective way to regularly and consistently analyse the feedback from your team and customers.
Using instant insight will:
✓ Allow you to gain employee feedback.
✓ Help you gain customer feedback.
✓ Analyse/report on real-time feedback.
✓ Obtain actionable comments.
✓ Improve your products and services.
✓ Benchmark against your competitors.
✓ Increase positive online reviews.
In summary, enhancing the employee experience is critical to creating a positive workplace culture that translates into a superior customer experience (CX) to drive business success ultimately. Investing in your employees benefits them and positively impacts your bottom line. By partnering with insight6, you will better understand the factors that affect your employee experience and how to enhance it to drive business success. Don’t let the cost of disengaged employees impact your bottom line! Get in touch today for a no-obligation chat or request a demo to see how instant insight can transform your business!
“To deliver CX Excellence, a business must embed a clear and strong customer ethos. Businesses that receive the CX Excellence Mark consistently consider the customer impact of every key decision. 
