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...
How does customer facing technology impact Customer Experience?
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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 Outdated marketing plans based on figures and historic patterns are out.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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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What is customer experience?
As a Customer Experience CX brand, insight6 specialise in all areas of customer experience with the aim of driving up sales and improving customer...
What Creates an experience that makes YOU want to return?
We are within days of the dawn of a new year that according to the Walker report will be the year when customer experience becomes the key differentiator...
What is ROI?
As experts in customer experience, insight6 understands that ROI is essential to every investment a business can make, especially when it comes to...
Waking up to the biggest opportunity to grow sales in the Legal Industry…
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...