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...
The Rise Of The Review
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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 Or outdated marketing plan based on figures and historic patterns?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...
‘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...
14 Steps To Create An Amazing Customer Experience
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...
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...
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...
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...
Call Centres – What can we learn from them?
Whether we love or hate them, we all spend time talking to Call Centres. Â I am sure we have all come across those recorded messages of press 1 for this,...
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...
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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...