cx

Rhian Huxtable achieves CCXP Certification

by
Rhian Huxtable Achieves CCXP Certification

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.

Rhian Huxtable, insight6, with his CCXP certificate

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. 

How Happy Employees Create Happy Customers

by
Happy employees. The synergy between EX and CX.

Happy employees are essential for delivering exceptional Customer Experience (CX). The connection between Employee Experience (EX) and CX is undeniable in today’s business landscape. Here, we explore how improving employee satisfaction can lead to better customer outcomes, increased loyalty, and overall business success.

Table of Contents:

  1. How do happy employees improve customer experiences?
  2. How can employees better understand their role in CX?
  3. How does improving well-being and fostering happy employees boost ROI?
  4. How can you measure the employee experience?
  5. What are the signs of poor EX, and how does it impact CX?
  6. How can you align your strategies to create happy employees and exceptional CX?

How do happy employees improve customer experiences?

Happy employees are more engaged, motivated, and attentive to customer needs. When employees feel valued and appreciated, they naturally transfer that positive energy to the customer experience. Happy employees deliver better interactions, quicker problem-solving, and a more pleasant experience for the customer.

According to research, businesses with happy employees achieve higher customer satisfaction as employees are likelier to go above and beyond for customers. Salesforce reports that 80% of customers view a company’s experience as equally important as its products and services.

How can employees better understand their role in CX?

Employees who understand their role in the customer experience are better equipped to deliver exceptional service. Training and communication are key here. Regular training sessions focusing on customer interactions, feedback, and company values help employees understand how they contribute to CX.

Leadership should reinforce the importance of every role in the customer journey. When employees see how their efforts impact the customer experience, they feel more invested in their work and motivated to improve their service.

How does improving well-being and fostering happy employees boost ROI?

Investing in employee well-being does more than just boost morale—it also significantly impacts your bottom line. Happy employees are more productive, stay longer with the company, and are less likely to take time off due to burnout. An engaged workforce reduces recruitment and training costs while boosting overall efficiency.

Happy Employees Tip Sheet

Download our free Employee Well-Being Tip Sheet: ROI Tips for Employee Well-Being

When employees feel supported, they are more likely to provide excellent customer service, improving customer retention and loyalty. This cycle of employee satisfaction leading to customer loyalty is a proven way to increase revenue and profits.

To learn more on how happy employees drive business success, read our blog post – ROI Of Employee Well-being: How To Drive Business Success.

How can you measure the employee experience?

Measuring the employee experience is critical to understanding what is working and where there’s room for improvement. Employee surveys, feedback loops, and one-on-one meetings are all valuable tools to gauge employee satisfaction.

Metrics such as eNPS (Employee Net Promoter Score) or employee engagement scores can give insight into how well your team is performing. Regularly measuring and assessing EX helps companies quickly identify problems and take action to resolve them before they impact the customer experience.

It’s essential to have the right tools in place that provide real-time insights to measure the employee experience effectively. Our instant insight system is a total feedback solution that analyses feedback from your customers and team in real time. Unlike other systems, instant insight is backed by local experts who ensure the right surveys reach the right people every time, delivering instant support without the need to search online for answers.

“We use instant insight to identify how we can improve the experience for our customers. The customers love it and so do the team and what is more, the system has developed numerous TripAdvisor Reviews. It is a fantastic feedback tool.”

Heather Parry, Managing Director, Great Yorkshire Showground

What are the signs of poor EX, and how does it impact CX?

A poor employee experience can lead to disengagement, high turnover rates, and burnout, directly impacting the customer experience. Disengaged employees are less likely to invest in customer satisfaction, which can result in negative interactions and lower customer loyalty.

Warning signs of poor EX include high absenteeism, low morale, and a lack of enthusiasm for work. Addressing these issues as soon as they arise is crucial for maintaining high customer service and satisfaction.

To discover more about the financial implications of a bad employee experience, read our blog post – The Cost of Bad Employee Experience.

How can you align your strategies to create happy employees and exceptional CX?

Aligning your EX and CX strategies begins with understanding that the two are deeply connected. Start by ensuring that leadership prioritises customer and employee well-being equally. Create a workplace culture that values employee and customer feedback and ensures that this feedback is acted upon to drive improvements.

Offering clear career development paths, investing in training, and fostering open communication can create an environment where employees feel valued and motivated to contribute to the business’s success. When employees are happy, they are more likely to ensure customers are happy, too.

To explore the impact of leadership on the employee experience, read our blog – One Simple but Essential Thing Leaders Can Do to Improve Employee Engagement.

Conclusion: Creating Synergy for Success

Happy employees lead to happy customers, which ultimately drives business success. When companies invest in their employee experience, they create a foundation for exceptional customer service and long-term profitability. By aligning your EX and CX strategies, you can create a thriving, loyal workforce that helps your business stand out in a competitive market.

If you’re ready to improve both your EX and CX, insight6 can help. Our tailored solutions focus on employee well-being, customer journey mapping, and real-time feedback to ensure your business delivers world-class customer experiences. To find your local CX Specialist, call +44 (0) 800 970 8987 or visit www.insight6.com.

Like what you’ve read? Sign up for the insight6 newsletter to stay ahead of the competition with the latest insights and strategies to enhance your customer experience.

insight6 CX newsletter

CCXP Certification: Paul Matthews

by

Sussex Professional Earns CCXP Certification

Paul Matthews, a Sussex and Surrey-based Customer Experience (CX) Specialist for insight6, has achieved the globally recognised Certified Customer Experience Professional (CCXP) certification, making him one of only 75 professionals in the UK to hold this prestigious qualification. 

With over 30 years of experience, and now as the most qualified CX expert in Sussex and Surrey, Paul brings unparalleled expertise to businesses seeking to excel by delivering exceptional customer service to build customer loyalty.   

Paul is integrating his additional expertise and cutting-edge tools, such as real-time customer feedback, into his mystery shopping, customer journey mapping, focus groups, team training, and mentoring services. These are essential for businesses in Sussex and Surrey to enhance customer journeys and boost profitability. 

CCXP Certification: What is it?

Awarded by the Customer Experience Professionals Association (CXPA), the CCXP certification is globally recognised as the top credential for CX professionals. The certification covers six key competencies, including CX strategy, customer insights, and customer-centric culture—all crucial for improving customer satisfaction and loyalty. 

Paul Matthews with CCXP Certification
Paul Matthews, CX Specialist for insight6 Sussex & Surrey, proudly displays his certificate.

Paul reflected on his achievement: “Earning the CCXP certification is a proud moment for me. It provides me with the latest tools and strategies to help my clients in Sussex and Surrey create seamless customer journeys, improve loyalty, and drive long-term growth. I’m excited to apply this knowledge to help businesses stay ahead in the evolving CX landscape.”

What does this mean for insight6 clients?

For independent businesses, the customer experience has become a critical differentiator. Companies that focus on improving their customer journey and listening to their customers see significant increases in customers who refer, return, and remain customers for life, leading to increased customer loyalty, reduced churn, and ultimately higher profits.

Paul’s certification empowers him to implement these strategies, ensuring that businesses in the area are equipped to meet customer expectations and gain a competitive edge.

Jonathan Winchester, CEO of insight6, added: “Paul’s CCXP certification is a significant achievement and reflects insight6’s commitment to providing top-tier CX solutions. His expertise is invaluable to our clients, and this certification further enhances our ability to help businesses thrive in today’s competitive market.”

Paul Matthews with CCXP Certification and Jonathan Winchester
Jonathan Winchester, insight6 CEO (left) and Paul Matthews (right) with his certificate.

Businesses in Sussex and Surrey looking to improve their customer experience can contact Paul Matthews via LinkedIn or through www.insight6.com.

—Ends— 

Notes to Editors: 

insight6 is the UK’s leading customer experience consultancy, with a network of local CX specialists delivering tailored solutions to enhance customer journeys and improve business outcomes. Call 0800 970 8987 or visit www.insight6.com. 

For more information or to schedule an interview with Paul Matthews, please contact Lisa-Marie Mallier, No Fluff Communications, at 07789 002149 or email lisa@nofluffcomms.co.uk.

CCXP Certification: The Journey to CX Mastery

by
CCXP Certification Paul Matthews

Staying ahead of the curve is crucial in the ever-evolving Customer Experience (CX) landscape. For insight6, that means continually enhancing our team’s expertise and skills. Paul Matthews, our CX Specialist for Sussex and Surrey, has achieved the globally recognised Certified Customer Experience Professional (CCXP) certification, making him one of only 75 professionals in the UK to hold this prestigious qualification.

Paul’s milestone underscores his commitment to excellence and offers added value to his clients. We met Paul to discuss his journey to be CCXP certified, what it means for his clients, and how it aligns with insight6’s mission to deliver top-tier CX solutions. 

1. What motivated you to pursue the CCXP certification? 

I pursued the certification to recognise my CX expertise formally. With over 30 years of experience, including nearly a decade focused on CX, I wanted to stand out in a field where many talk about CX but may lack depth. The CCXP is a globally recognised standard, and achieving it validates the skills I’ve gained. It shows my commitment to providing my clients with top-level CX strategies and insights. 

Paul Matthews, CX Specialist for insight6 Sussex & Surrey, proudly displays his certificate. 

2. Can you walk us through the process of obtaining the certification? 

Obtaining the CCXP was both challenging and rewarding. It started with a deep dive into the six core CX competencies outlined by the CXPA, such as CX Strategy, Customer-Centric Culture, and Customer Insights. 

Though I had experience, I wanted to be fully prepared for the exam. 

Returning to a study routine after being out of formal education for 25 years was a significant shift. My son Dylan, who had just finished his GCSEs, helped me create revision cards, making study sessions effective and a great bonding experience. 

The exam tested both knowledge and practical CX application. Passing felt like a significant achievement, and I’m now committed to continuous learning and improving the customer experience. 

3. How will the CCXP certification enhance your approach to CX? 

The CCXP certification has sharpened my focus on building an organisation’s customer-centric culture. I emphasise that real CX success comes from an organisation-wide commitment, not isolated efforts. 

The certification also highlighted the importance of solid metrics and measurement. I’ve integrated more advanced methods for tracking and analysing customer feedback, enabling businesses to make data-driven decisions. A proactive approach like this allows us to address customer needs more effectively and continuously improve offerings. 

For more information about the CCXP Certification, visit: www.cxpa.org 

4. What insights from the programme are you eager to apply? 

One critical insight from the CCXP programme I’m eager to implement is the need for a seamless and consistent experience across all customer touchpoints. Customers now expect the same quality and consistency in their interactions, regardless of channel or department. I’m excited to help clients break down internal silos and align all departments to create a unified customer experience strategy. 

Another valuable takeaway is the power of leveraging customer insights to drive meaningful change. The programme introduced advanced techniques for capturing and analysing customer feedback, such as journey analytics and sentiment analysis. I’m keen to help clients go beyond primary surveys and adopt these tools to understand customer needs better and be more proactive in enhancing their experiences. 

I’m enthusiastic about helping clients foster a mindset where every employee, from frontline staff to leadership, consistently acts with the customer in mind. A cultural shift to a truly customer-centric organisation is vital for building long-term loyalty and customer satisfaction. I’m excited to guide clients on this transformative journey. 

5. How does the certification reflect insight6’s commitment to CX excellence? 

At insight6, our mission is to help businesses create outstanding customer experiences, and this achievement aligns perfectly with our commitment to that goal. The CCXP certification is a globally recognised standard, and by earning it, we show that we are committed to maintaining the highest levels of expertise in the CX field. 

Staying current with CX’s latest strategies and best practices enables us to provide our clients with cutting-edge insights and solutions that drive customer satisfaction and loyalty. By aligning our methods with the principles of the CCXP programme, we can help businesses build more robust, long-lasting relationships with their customers. 

Moreover, it highlights our belief that every business decision should be rooted in a customer-centric approach. By upholding these standards, we strengthen our position as trusted advisors, ensuring our clients consistently deliver exceptional customer experiences. 

The CCXP certification is not just a personal milestone; it’s a testament to insight6’s ongoing commitment to excellence in CX, ensuring we always deliver the best service and support to our clients. 

Jonathan Winchester, insight6 CEO (left) and Paul Matthews (right) with his certificate. 

6. How do you see this certification benefiting your clients?  

The CCXP certification enables me to deliver accurate, measurable improvements for our clients in Sussex and Surrey. It equips me with advanced strategies to optimise the customer journey, reduce churn, and boost customer loyalty—leading to increased revenue and profitability. 

The certification emphasises data-driven decision-making and linking CX initiatives to measurable business outcomes. Applying these principles, I help my clients develop and implement effective CX strategies aligned with their business goals. Ultimately, the CCXP certification allows us to deliver more value by creating exceptional experiences that contribute to long-term business growth. 

At insight6, we believe in the continuous development of our specialists to provide the best service to our clients. Paul’s certification is just one example of how we strive to maintain our position as leaders in the CX field. Contact him on LinkedIn or at insight6. 

At insight6, our unique and tailored solutions allow businesses to transform their customer experience cost-effectively, from end to end, with the dedicated support of a local specialist. To find your local Specialist to transform your customer experience, call +44 (0) 800 970 8987 or visit www.insight6.com. 

The Power of Real-Time Feedback in the Digital Age

by
Real-time feedback

In the fast-paced digital age, customers expect businesses to listen, respond, and adapt instantly. Real-time Feedback has shifted from a nice-to-have to a critical component of any successful customer experience (CX) strategy. It’s no longer enough to wait for annual surveys or occasional feedback forms—businesses must be in tune with their customers at every moment.

Join us as we explore why real-time feedback is essential and how it can transform your business into a responsive, customer-focused powerhouse.

Table of Contents

  1. Why Is Real-Time Feedback Essential in the Digital Age?
  2. How Can Businesses Capture Real-Time Feedback?
  3. What Are the Challenges in Promptly Responding to Feedback?
  4. Why Should Businesses Invest in Feedback Solutions?
  5. How Can Businesses Measure the ROI of Feedback?
  6. How Does insight6 Help Companies Leverage Feedback?

Why Is Real-Time Feedback Essential in the Digital Age?

In today’s digital landscape, the speed at which information travels has transformed customer expectations. Customers are no longer content to wait days or weeks for a response—they want their voices heard and addressed immediately. Real-time Feedback allows businesses to capture the pulse of customer sentiment, providing the agility to make swift adjustments and improve the customer experience and service.

Moreover, with social media and online reviews, one negative experience can quickly become public, potentially damaging a brand’s reputation. Real-time Feedback helps brands proactively manage customer relationships, turning potential issues into opportunities for improvement before they escalate.

How Can Businesses Capture Real-Time Feedback?

Capturing real-time feedback and meaningful insights begins with understanding the entire customer journey. By mapping out touchpoints, businesses can identify the moments that truly shape the customer experience. It’s not just about surface-level questions—it’s about diving deep into the journey’s key aspects that drive satisfaction and loyalty.

Tools like insight6’s instant insight platform can analyse feedback from your customers and team in real-time. Viewing your operations through your customers’ eyes improves satisfaction and loyalty. Gathering critical input in this way can help your business remain agile, identifying opportunities for improvement before issues arise.  

It’s also essential to make the feedback process easy and accessible. By offering multiple channels—through apps, websites, or in-store kiosks—you can capture the complete picture of the customer experience. Collecting feedback throughout will help you address gaps, enhance the overall journey, and boost profitability.

What Are the Challenges in Promptly Responding to Feedback?

Responding to real-time feedback can be challenging, especially for businesses with large customer bases or multiple locations. One of the biggest obstacles is ensuring that the right people have access to the feedback as it comes in, allowing for quick decision-making and action.

Another challenge is maintaining consistency in responses. Clear guidelines and team training are essential to ensure that feedback is handled professionally and efficiently, regardless of the situation. Using a platform like insight6’s instant insight can help centralise input, making it easier for teams to respond promptly and consistently.

Why Should Businesses Invest in Feedback Solutions?

Investing in real-time feedback solutions is no longer optional—it’s essential for staying competitive. By implementing these solutions, businesses can:

  • Enhance Customer Satisfaction: Address issues before they escalate, leading to happier customers and better reviews.
  • Improve Operational Efficiency: Identify and resolve operational bottlenecks in real-time.
  • Boost Customer Loyalty: Show customers their opinions matter, fostering long-term loyalty and trust.

With consumer expectations higher than ever, real-time feedback can be the difference between a loyal customer and a lost one.

How Can Businesses Measure the ROI of Feedback?

Measuring the ROI of real-time feedback involves looking beyond immediate metrics and understanding the broader impact on your business. One of the most critical strategies for increasing ROI in today’s competitive market is making your customers happy.

When customers are happy, they are more likely to return, refer others, and become loyal advocates for your brand, driving sales and boosting ROI. Businesses that deliver exceptional customer experiences create a foundation for long-term success.

Potential customers often measure your service quality against top-rated organisations like Timpson (86.0), Nationwide (85.2), and John Lewis (85.0), which lead the UKCSI—The state of customer satisfaction in the UK—July 2024. These companies’ high standards set a challenging benchmark for delivering an exceptional customer experience.

Businesses can also leverage real-time feedback to create social proof—an invaluable tool. By capturing positive customer experiences as they happen and using them strategically in marketing, you can influence potential customers and reinforce trust. Social proof converts customer satisfaction into a tangible business asset.

Customer feedback tip sheet from insight6

For more insights on increasing ROI through exceptional customer experience, please read our detailed blog on the critical role of CX. If you want to boost sales using social proof, explore our blog leveraging customer feedback.

How Does insight6 Help Companies Leverage Feedback?

At insight6, we offer more than just feedback tools—we deliver an end-to-end customer experience solution designed to transform your business from the inside out. We support businesses nationwide through our network of local CX specialists, each bringing a wealth of experience and deep knowledge of customer experience strategies.

What Sets insight6 Apart?

End-to-End Solutions: From gathering feedback to implementing actionable insights, we cover every aspect of the customer experience journey, helping you build strong, loyal customer relationships.

Local Expertise: With a dedicated CX specialist in your region, you receive hands-on support tailored to your business needs. Our specialists bring an invaluable mix of business acumen and CX expertise, equipping your team to make impactful changes.

Real-Time Feedback: Our instant insight platform provides immediate access to customer feedback, enabling your business to respond quickly and effectively. This agility boosts customer satisfaction and positions your brand as a leader in customer experience.

Comprehensive Support: Whether you want to enhance your online reputation, improve your products and services, or benchmark against competitors, our solutions will deliver measurable results.

At insight6, we don’t just help you gather feedback—we help you transform it into a powerful tool for growth and customer satisfaction. Our combination of advanced technology, local expertise, and tailored solutions makes us the ideal partner for businesses looking to elevate their customer experience.

Real-Time Feedback: Conclusion

In the digital age, real-time feedback is more than just a tool—it’s a strategic necessity. Businesses that effectively harness the power of immediate customer insights can respond to issues as they arise and proactively shape their customer journeys for sustained satisfaction and loyalty.

By leveraging real-time insights, companies can turn feedback into a competitive advantage, fostering deeper customer connections and driving long-term success. Are you ready to transform your business? Connect with your local insight6 specialist today and take the first step toward a customer experience like no other. To find your local CX Specialist, call +44 (0) 800 970 8987 or visit www.insight6.com.

Like what you’ve read? Sign up for the insight6 newsletter to stay ahead of the competition with the latest insights and strategies to enhance your customer experience.

insight6 CX newsletter

Chris Cartledge: CX Director Interview

by

Talking CX: A fresh look at Hospitality and CX

Hospitality leaders are renowned for being time-poor and needing to always oversee many moving parts within their establishments.

We spoke with insight6 specialist Chris Cartledge to explore how he uses diverse customer experience (CX) strategies to help hospitality business leaders.

What drew you to insight6 and the CX business ownership?

Having gained experience in various customer-centric roles in the hospitality sector, I was eager to apply my skills in a broader context, particularly in a setting where I could work for myself.

What’s the key to delivering excellent CX for a business?

Delivering an excellent customer experience (CX) is crucial for any business. While multiple factors contribute to an excellent CX, understanding and empathising with the customer’s needs and expectations is the most important. Once you know your customers’ needs, you can tweak your services, communication, and interactions to resonate with them, foster loyalty, and enhance their overall customer journey.

What tips can you share regarding enhancing the Customer Experience within the Hospitality sector?

When working with leaders in the Hospitality industry, I start by looking at these three areas:

1. Identifying and Prioritising Customer Experience Opportunities

Hospitality leaders often need help improving customer experience with their busy schedules and competing priorities. It takes time and effort to uncover the root causes of issues and understand guest needs. Even when problems are identified, deciding which opportunities to tackle and allocating resources is crucial. Enhancing customer service often requires integrating information from various departments or even third-party services.

2. Collecting Customer Experience Feedback

Gathering and analysing customer feedback is crucial for understanding guests’ satisfaction with your services, products, and overall interactions. This feedback provides valuable opportunities to enhance services, address dips in satisfaction, boost retention rates, and gather data that can inform your decisions.

3. Addressing Lack of Personalisation

Poor personalisation can lead to higher customer churn. Two-thirds of customers expect businesses to recognise them as individuals and understand their interests. Providing personalised experiences can be challenging, requiring interacting with customers across their preferred channels and consolidating data from various sources.

Can you share an example of a company that has impressed you with its CX capabilities?

A few names spring to mind: Amazon, John Lewis, and First Direct have all built impressive CX reputations. The common theme is the ease with which they allow their customers to purchase and, significantly, change their minds on those purchases whilst communicating clearly across all touchpoints. Empowering and training employees to deliver an excellent customer experience has created happy customers who stand out as field leaders.

Could you tell us about a bad customer experience you’ve had?

One that springs to mind is a sofa purchase that resulted in us sitting on garden furniture for six weeks! Trying to navigate a move back to the UK as the country was managing the complexities of lockdown, I purchased this particular sofa because the company had assured me they could deliver it in time for our move and before the lockdown. Unfortunately, on the day of delivery, no sofa showed up, and there was no update from the company. After several phone calls, I could not locate the sofa we purchased. This continued for several days and ended with no sofa or refund as the country went into lockdown. 

Understandably, these were unprecedented times, but the communication that ensued over the next six weeks was poor. The company refused to refund or confirm when we would receive the sofa. There was little empathy and understanding and no follow-through to try and help the situation.

About the author:

Chris Cartledge is an insight6 CX Specialist based in Ireland. Please feel free to connect with him on LinkedIn.

Professional background: Chris joined our team in 2024, having spent over 22 years in highly customer-focused roles across the UK, EU, and India with global brands like Shell, Yorkshire Tea, Papa John’s, Subway, and Jamie Oliver. His previous role before joining Insight6 was Operations Director for a Hotel and country, destination-led Pub operator.

At insight6, our unique and tailored solutions allow businesses to transform their customer experience cost-effectively, from end to end, with the dedicated support of a local specialist. To find your local Specialist to transform your customer experience, call +44 (0) 800 970 8987 or visit www.insight6.com.

Customer Reviews: Learning from Tourism and Hospitality

by

Customer reviews are a powerful tool for any business. As the summer holidays approach, the tourism, leisure, and hospitality sectors offer invaluable lessons on harnessing customer feedback. Here, we share six lessons on how these industries excel at gathering and using reviews to enhance their services and boost customer satisfaction.

Table of Contents

  1. Understand the Importance of Customer Reviews
  2. Create a Memorable Customer Experience
  3. Elevate Customer and Employee Experiences
  4. Encourage Guests to Leave Customer Reviews
  5. Leverage Reviews for Marketing
  6. Use Feedback to Improve Services

6 Lessons from the Tourism and Hospitality Sectors

These sectors excel at gathering customer feedback because they focus intensely on their guests. They constantly interact with guests, aiming to provide exceptional experiences. Importantly, they recognise the critical role of their staff in delivering these experiences. By prioritising feedback, they continually improve and adapt to changing needs.

Let’s look at six key lessons from the tourism, leisure, and hospitality sectors on customer reviews to enhance service and satisfaction:

1. Understand the Importance of Customer Reviews

Positive reviews shape a business’s reputation and success. Reviews can make or break a destination’s appeal in tourism, leisure, and hospitality. Prioritise customer feedback to gain insights and make informed decisions.

2. Create Memorable Customer Experiences

To receive positive reviews, focus on creating wow moments. Personalised services, attention to detail, and exceeding expectations are key. The hospitality industry often excels in offering unique experiences that leave a lasting impression on guests.

3. Elevate Customer and Employee Experiences

To truly excel in customer satisfaction, focus equally on employee engagement. Happy, engaged employees are more likely to deliver exceptional service. Invest in regular training, recognise and reward outstanding performance, and create a positive work environment. Read below to learn how we work with Bluestone National Park on its employee survey.

⭐ Read our client success story: Bluestone: Elevating Guest and Employee Experiences.

4. Encourage Guests to Leave Customer Reviews

Actively encourage guests to leave reviews. The tourism and hospitality sectors use incentives like discounts or small gifts to motivate customers to generate more positive reviews. Simple reminders during checkout or follow-up emails also work well.

5. Leverage Reviews for Marketing

Use positive reviews as social proof in your marketing. Highlight testimonials on your website, social media, and promotional materials. Sharing reviews builds credibility and attracts new customers. Publish reviews and responses openly to demonstrate transparency.

Customer reviews feedback tip sheet from insight6

6. Use Feedback to Improve Services

Continuous improvement is crucial. Actively seek feedback through customer reviews and mystery shopping to identify areas for improvement. The hospitality industry frequently updates services based on this feedback, ensuring high satisfaction. Implement changes based on the insights gathered to enhance the customer experience consistently.

Conclusion: Customer Reviews

Customer reviews offer a wealth of knowledge that can help businesses enhance their services and customer satisfaction. By learning from the tourism, leisure, and hospitality sectors, you can effectively harness the power of customer feedback. Remember, happy customers lead to positive reviews, which drive business success.

Ready to improve your customer reviews? Contact us today to learn how we can help you gather and leverage feedback to boost your business.

Like what you’ve read? Sign up for the insight6 newsletter to stay ahead of the competition and receive the latest insights and strategies to enhance your customer experience.

insight6 CX newsletter

Customer Feedback: Boosting Sales with Social Proof Strategies

by
Customer Feedback Social Proof

It takes work to stand out, but customer feedback can help. With abundant options available, customers often turn to the experiences of others to guide their decisions. Social proof is a powerful tool that can sway consumer behaviour in your favour.

In this post, we’ll explore social proof, how to get it, and how to use it to win more business. By leveraging customer feedback effectively, you can boost sales and build trust with your audience. Let’s start and discover strategies for harnessing the power of social proof.

Table of contents:

What is social proof, and how can it be obtained?

Social proof is the idea of copying others’ actions to make decisions. Robert Cialdini first coined the term in his 1984 book Influence.

Essentially, social proof is customer feedback shared publicly. In marketing, social proof includes customer reviews, recommendations, and media coverage, which influence purchasing behaviours.

Do you know what people are saying about your business? Fear of negative reviews can hold you back. At insight6, we see feedback as valuable data, not judgment. We’re here to guide you.

Understanding customer feedback is crucial. It’s not just about collecting reviews but using them to improve and grow your business. Let’s explore why customer feedback is so important.

Why is customer feedback important?

Customer feedback is essential for making informed decisions and improving your business. It helps you understand what works, what doesn’t, and where to focus your efforts for maximum impact.

Six reasons why customer feedback is crucial:

  1. Improves products and services: Feedback highlights areas for enhancement.
  2. Measures customer satisfaction: Understand how happy your customers are.
  3. Empowers business decisions: Data-driven insights lead to better strategies.
  4. Builds loyalty: Shows customers you listen and care.
  5. Creates better experiences: Use feedback to tailor interactions.
  6. Increases staff satisfaction: Recognise and reward good behaviour.

The statistics speak for themselves:

  • 83% of consumers recommend a brand they follow on social media to friends and family.
  • 72% of customers use Google reviews to find businesses.
  • Star rating matters more to shoppers than the number of reviews.
  • 34% of shoppers say they always read online reviews
  • Businesses with 200+ reviews generate twice as much revenue.

Proactively seeking feedback is crucial in developing organic, cheerful customer reviews online. Continuous feedback lets you monitor your business performance and understand real-time customer sentiments. Tools like our instant insight feedback solution offer the quickest and most efficient way to spot any blips in your customer experience.

Customer feedback and satisfaction

Customer satisfaction measures how well an organisation meets or exceeds customer expectations. It’s the outcome of either a good or bad experience.

Studies show that 81% of consumers repeat purchases after a positive experience. However, 61% of customers would switch to a new brand after just one bad experience.

Customer feedback and retention statistics

Positive feedback can affirm what you’re doing right, while negative feedback highlights areas for improvement. Listening to and acting on this feedback is crucial for maintaining high satisfaction levels and continuously enhancing the customer experience.

Creating ‘WOW’ moments will take your customer experience (CX) to the next level. Check out our Blog on creating ‘WOW’ moments to learn how to elevate your customer interactions to leave a lasting impact.

Companies focusing on solid customer experiences report a 75% higher retention rate. Additionally, loyal customers recommend brands to friends and family, with 66% writing positive reviews after a good experience.

Generating positive reviews should be a crucial part of your marketing strategy. Let’s explore how to use social proof in marketing next.

How to use social proof in marketing

Incorporating social proof into your marketing strategy can significantly boost your business. Here are some effective methods:

  • Testimonials and Reviews: Display positive customer feedback on your website and social media.
  • Customer and Client Case Studies: Highlight success stories that showcase your impact.
  • Showcasing Logos of Existing Clients: Display logos from well-known clients or customers to build credibility.
  • Awards and Accolades: Promote any industry awards or recognitions you’ve received.
  • User-Generated Content (UGC): Encourage customers to share their experiences with your products or services.
  • Expert and Influencer Endorsements: Leverage these figures’ trust and authority to influence potential client and customer decisions.

Where to collect customer feedback

Gathering customer feedback is crucial for enhancing your business. Here are some key points in the customer journey and effective methods to collect feedback:

Why They Came to You: Ask customers what drew them to your business. This insight helps you understand your strengths and what attracts customers.

Check-In After Key Moments: Collect feedback after critical customer journey stages like sign-up, onboarding, purchases, and departures. This timing ensures you capture relevant experiences.

Ask for Reviews: Encourage customers to leave reviews online. Positive reviews boost your reputation, while negative ones offer insights for improvement.

Request Case Studies: Contact satisfied customers for detailed case studies. These stories showcase your success and build credibility.

Surveys and Questionnaires: Use these tools regularly to gather broad insights, tailoring them to specific touchpoints in the customer journey.

Follow-Up Calls or Emails: Personal follow-ups show you value their opinion and can provide deeper insights than automated surveys.

Focus Groups: Organise focus groups to gather detailed feedback on specific topics. This method provides in-depth insights and allows for interactive discussions.

These strategies can help you gather comprehensive feedback to drive improvements and enhance customer satisfaction. At insight6, our tailored solutions ensure you get timely feedback to boost your business.

Want more customer reviews? Tips to get going!

As CX specialists, we believe the customer experience is everything. Moreover, positive reviews are essential for boosting loyalty and profits. To start, read our essential guide on  ‘How to Generate Positive Customer Reviews Online’.

At insight6, we have a cutting-edge feedback system supported by local experts. We ensure you get the right survey to the right customer base the first time, every time, with exceptional reply rates. No more seeking answers online—get instant local support over the phone.

Using instant insight will:

  • Gather and analyse feedback.
  • Gain real-time insights.
  • Increase positive online reviews.
  • Publish to public review sites
  • Improve your products and services.
  • Benchmark against competitors.

WATCH: See how instant insight will help you to generate more positive customer reviews.

Conclusion: Harness the Power of Customer Feedback

Customer feedback is more than just reviews—it’s a powerful tool for improving customer experiences and boosting business success. Integrating social proof into your marketing strategy can enhance trust, drive sales, and build lasting customer relationships.

Partnering with insight6 gives you access to cutting-edge feedback systems and local expertise, ensuring you gather the right insights at the right time. Ready to transform your customer experience? Contact insight6 to boost your reviews, increase satisfaction, and drive growth. Request your free instant insight demo or CX consultation today!

Like what you’ve read? Sign up for the insight6 newsletter to stay ahead of the competition and receive the latest insights and strategies to enhance your customer experience.

insight6 CX newsletter

Eddie Stack: Interview with our CX Director for Ireland

by
Eddie Stack Interview on Hospitality CX

We spoke with insight6 Director Eddie Stack to explore how implementing customer experience (CX) strategies can help hospitality businesses survive and flourish.

The hospitality industry has encountered unprecedented challenges, from pandemic closures to recruitment shortages and the current cost-of-living crisis. Amidst these trials, maintaining a loyal customer base is crucial for businesses. Here, we interview Eddie about delivering exceptional customer experiences in hospitality and joining the insight6 team.

When it comes to CX, what should hospitality businesses keep in mind?

First impressions matter! From the appearance of your venue to the attitudes of your staff, it’s important to be nailing it from the get-go. CX plays a critical role in increasing ROI. Consider the ease of making reservations—do you offer an online form, and if your phone line accessible? Also, consider the view as customers approach—are your windows clean, and is the street outside well-maintained?

Next, focus on your team. Do you have the right people with the right attitude greeting your customers? And does your company culture support their success? Remember, unhappy staff can be easily spotted by customers, creating a negative vibe.

Are there particular challenges you see within the hospitality industry?

In many cases, owners and managers can be the bottlenecks. Caught up in the daily grind, they may handle every task rather than focus on strategy and team development. Conversely, some hands-off owners delegate operational tasks to managers, expecting them to oversee team development. Finding a manager who excels at operations and people skills is a tough task, necessitating a rigorous recruitment process prioritising customer and employee experience.

Mystery shopping can provide invaluable insights into areas needing improvement and help streamline recruitment. Check out our blog on “Secret Shoppers: Your Silent Success Agents” to learn more.

Can you share an example of a company that has impressed you with its CX capabilities?

Absolutely! A local furniture shop in Navan, County Meath, Ireland, stands out. It’s a family-owned and operated business that prioritises the experience of every customer. When you step in, you’re greeted warmly and offered a cup of coffee, creating a welcoming atmosphere. What impresses me most is their attention to detail in ensuring a consistent experience regardless of who’s assisting you. They’ve invested in their team culture, recognising the significance of always delivering a seamless and exceptional experience.

What’s the key to delivering excellent CX for a business?

The key lies in mastering follow-up strategies. When I consult with businesses, I often ask, “How frequently do you follow up with potential or existing clients?”

Typically, the response is limited, with businesses reaching out once or twice to new prospects. However, the reality is that consistent follow-up, sometimes ten or more times, may be necessary until the individual is ready to make a decision. It’s vital not to relent until you receive a definitive response.

Moreover, existing clients often encounter gaps in after-sales follow-up, particularly for significant purchases like a new car. While there’s a fear of appearing overly “salesy,” a simple check-in to offer assistance or ensure satisfaction is rarely met with negativity. Effective follow-up demonstrates care and commitment to customer needs, fostering stronger relationships and enhancing the overall CX.

Could you tell us about a bad customer experience you’ve had?

Certainly. I recently visited a popular restaurant in a bustling tourist hotspot and was excited to dine in. Upon arrival, we spotted a freshly cleaned table and approached it, hoping to be seated. The server promptly dropped off menus and departed without a word. However, after several minutes of waiting, no one returned to take our order. Feeling perplexed, I eventually flagged down the original staff member and requested to place our order, only to be informed bluntly that we had to order at the bar.

This experience underscores the importance of setting clear customer expectations. Had the server communicated that the restaurant operated on a self-service basis, allowing customers to order at the bar when ready, I would have appreciated the transparency. Unfortunately, the lack of information led to delays in our meal and frustration. It serves as a reminder that transparent communication is paramount in delivering a positive customer experience.

What drew you to Insight6 and the CX business ownership?

My journey towards insight6 and CX business ownership stemmed from my extensive interactions with business owners. Interacting with businesses highlighted the importance of customer experiences, igniting my passion for CX. Recognising its untapped potential in Ireland, I saw CX as a powerful tool for significant returns. This led me to envision a business focused on educating and upskilling Irish business owners. Insight6’s dedication to CX excellence perfectly matched my mission, making it the ideal platform to bring my vision to life.

What type of clients are you working with?

Hospitality is of particular interest to me at this time. I see a huge scope for CX to help these businesses thrive in a tough market. I also work with many professional sectors, such as accountants and solicitors, who do not have robust follow-up systems and rarely understand why they do not convert enquiries.

What is your favourite part of the job?

I thrive off success, and that is what I’m looking forward to most: helping owners achieve the best out of their businesses and profits.

A recent client – Liz Chisty, hand-woven Irish wool scarfs – enlisted me to increase her Trip Advisor reviews. As a local tourist attraction, her business was not effectively reflected by the number of online reviews left by visitors. We’re just about to launch a review programme to deliver additional Trip Advisor reviews when bus tours visit. We will enter each online reviewer into a draw to take home a luxury scarf. A QR code will be placed towards the end of the tour, allowing visitors to complete the online survey quickly and easily.

Eddie Stack, insight6 - connect on LinkedIn

About the author:

Eddie Stack is an insight6 CX Specialist based in Ireland. Please feel free to connect with Eddie on LinkedIn. Eddie joined our team in 2024, leveraging over 25 years of industry expertise. He has delivered business training across diverse roles and sectors, later leading his own Web Development venture. Eddie served nine years as an Executive Director for the BNI (Business Network International) across Ireland. Please feel free to connect with Eddie on LinkedIn.

At insight6, our unique and tailored solutions allow businesses to transform their customer experience cost-effectively, from end to end, with the dedicated support of a local specialist. To find your local Specialist to transform your customer experience, call +44 (0) 800 970 8987 or visit www.insight6.com.

For opportunities to join the insight6 team and run your business, visit our franchisee page.

Increasing ROI: The Critical Role of CX

by
Increasing roi with cx

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.

Like what you have read? Sign up for the insight6 newsletter to keep up-to-date with everything you need to know to improve your customer experience.

Don’t miss the latest insights and strategies to enhance your customer experience. Sign up for the insight6 newsletter and stay ahead of the competition!