We conducted research into clients' perceptions of law firms and found that client experience is not nearly as good as the expert legal advice given by...
Waking up to the biggest opportunity to grow sales in the Legal Industry…
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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...
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
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...
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
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:...
insight6 wishes you a very joyous CX… Christmas Experience! – Newsletter December 2018
Make Christmas special for your customers – Newsletter November 2018
Keeping your seasonal staff motivated – Newsletter October 2018

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...
Put your faith in your team – Newsletter September 2018

Customer Engagement Strategies
Strategies you can implement to improve customer engagement insight6 explores the importance of customer engagement, the impact it has on Customer...
First impressions count – Newsletter August 2018

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...
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...
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Are law firm websites getting to the heart of the matter?
It is often said that your website is your digital shop window but in reality it is more than that. Your website is the first place clients and potential...
Six tips to help you lead during the crisis
Our worlds have changed dramatically over the last few weeks and it feels like nothing will ever be the same again. The only certainty is that we...
The 6 things your teams are telling us
What does good communication look like during Coronavirus? What more do you need to do to take care of your home workers? How can you look after...
How To Measure Customer Experience
What is Customer Experience Measurement, and why should you care about it? The success of your business is reflected in the satisfaction of your...
How much data do you have about customer experience?
How much data do you have about customer experience compared to the volume of data you have about the financial performance of your business? This...
What is a Customer Journey Map and How to Use One to Improve Business
Your customer’s journey, from the starting point when they make the decision to reach out to your business right up to the resolution of the matter, is...
Why Customer Journey Mapping is vital for improving CX
At the heart of the CX work we do at insight6 is Customer Journey Mapping. It is the third step in our six-step customer experience management...
How to keep the sparkle with retained customers
Creating, building and sustaining long term relationships is a fundamental bedrock of all profitable businesses as it enables you to plan and have the...
What is Customer Retention and How Do You Improve Customer Retention Rates?
Customer retention is at the heart of a successful company and is often overlooked in favour of customer acquisition. Yes, acquiring customers is...