The achievement highlights Bluestone’s dedication to providing exceptional experiences for guests. It is among just 15 businesses across the UK to receive this distinction.
From left to right: Mel Evans, insight6 Director, South Wales. Claire Lewis, Head of Guest Experience, Bluestone. Stuart Davies Jaynes, Director of People, Bluestone.
Claire Lewis, Head of Guest Experience at Bluestone, shared:“Receiving the insight6 CX Excellence Mark is a tremendous honour, reflecting the team’s hard work over recent years to ensure we deliver the best for our guests. Investing in understanding our guests’ experiences has given us invaluable insights to enhance daily operations. When our team is happy, this directly enhances our guests’ experience, and the relationship is truly reciprocal.
“Through this journey, we have come to see our business through the eyes of our guests and actively seek their feedback. Even if things are going well, understanding what our guests truly value helps us make continuous improvements.”
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.
Rhian Anstey CCXP, our CX Specialist for North Wales, Chester, and The Wirral, knows that Customer Experience (CX) is more important than ever. She recently earned the prestigious Customer Experience Professional (CCXP) Certification. Here, she talks about her path to CCXP success and shares why CX is vital for businesses in her region.
1. What inspired you to pursue the CCXP certification?
I am passionate about personal development and strive to improve my knowledge and skill set wherever possible. As a CX Director, it is important to me to ensure I am authentic and act with integrity. The Certification as evidence that I have that knowledge is important to me.
2. Has the Certification process changed your approach?
I don’t think it has changed my approach to CX, but it has taught me new skills and techniques and introduced me to different frameworks. Importantly, I now have access to a global network of other qualified professionals, enabling us to share trends and best practices.
3. Can you share a key takeaway from the certification?
One of the key things that stood out for me is simple in theory, but something many businesses struggle with in practice – creating cross-functional teams. Lots of organisations have departments that work in silos and that can create inconsistency in the customer journey. Creating a culture where decisions are made cross-functionally brings a diversity of thinking and opens up new ideas to enhance the experience for the customer.
4. How will your knowledge benefit businesses locally?
The CCXP Certification means I’m trained in the latest CX strategies to work with companies to build stronger customer connections. The aim is to fix any service gaps to ensure their customer journey reflects what they’re all about. Ultimately, it’s all about helping businesses grow by keeping their customers happier so they stay longer and spend more.
5. Why is CX so vital for businesses in your area?
The customer experience holds unique importance in North Wales, Chester, and The Wirral due to several local factors:
Tourism-Driven Economy:
North Wales and Chester rely heavily on tourism, with attractions like Snowdonia National Park, Conwy Castle, and Chester’s Roman walls drawing visitors from all over. The experience these tourists have is crucial. Positive experiences boost recommendations, repeat visits, and longer stays. For instance, a smooth visitor journey through bilingual signage, accessible transport options, and friendly local services. These elements significantly impact overall satisfaction and encourage return visits, enhancing the region’s reputation.
Cross-Border Customer Flow:
Being close to the England-Wales border, the Chester and North Wales areas see a blend of English and Welsh visitors and residents. Each of these visitors has different expectations and familiarity with the area. Excellent CX ensures smoother interactions across cultural expectations. For example, bilingual services are highly appreciated in Welsh-speaking communities. Businesses that understand this will attract local loyalty and respect.
Independent Retail Scene in Chester:
Chester’s shopping scene is unique, with The Rows and numerous independent shops that compete with major retailers. For small businesses creating a memorable CX is often the difference between thriving and closing. Offering personalised service and going the extra mile creates loyal customers. Customers will return for the unique experience, rather than heading to larger retail hubs nearby.
The “Destination” Nature of The Wirral:
The Wirral Peninsula draws visitors looking for a day-trip experience with attractions like Port Sunlight and the coastline. With fewer options for shopping and dining compared to larger cities, businesses on the Wirral can create an impactful CX that stands out. Positive interactions, like local knowledge from staff, create memorable experiences. In turn, visitors feeling connected to the area are increasingly likely to return.
High Local Competition in Hospitality:
North Wales, Chester, and The Wirral have rich dining and accommodation options, from quaint B&Bs to fine dining and coastal hotels. With competition fierce, CX is essential for standing out. A hotel that provides a consistently exceptional experience, from booking to checkout, will win guests over those focused on amenities. For example, giving guests recommendations for local hidden gems can add a personal touch and enhance their stay.
6. How does your Certification align with insight6’s commitment to CX excellence?
It provides an extra layer of structure and strategy to the things we excel at. Ultimately, this gives businesses peace of mind that they have an expert working with them and reinforces the customer-first approach by supporting businesses to elevate their Customer Experience.
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, connect with her on LinkedIn or contact us today.
As rising costs and tax hikes from the recent budget put increasing pressure on businesses, insight6 expands support in Essex. The UK’s leading Customer Experience (CX) firm introduces Gavin Meadows as its CX Specialist for Essex.
The UK economy faces increased operating costs, higher taxes, and tighter consumer spending, placing businesses under immense pressure. Therefore, retaining customers and attracting new ones is more challenging than ever.
Companies must understand their service from the customer’s perspective. Key to this is identifying and addressing pain points while consistently exceeding expectations to succeed. Essex businesses now have a local specialist to work with them on the exciting journey of CX improvement.
insight6 offers end-to-end CX solutions. Its services include customer journey mapping, mystery shopping, online feedback tools, mentoring, training and development. insight6’s franchise model means specialists like Gavin can give tailored support to businesses locally.
Gavin’s extensive retail background, with senior roles at Argos and Sainsbury’s, makes him a vital resource for Essex’s service-driven economy, representing 70% of the county’s value. His expertise in building customer retention and loyalty strategies offers Essex businesses a competitive edge without sacrificing margins.
“Customer experience is the true differentiator. In today’s competitive market, simply having the right products isn’t enough. Businesses need to anticipate and meet customer needs seamlessly, fostering loyalty and satisfaction at every stage.”
Gavin Meadows, insight6 CX Specialist for Essex
With 28 years of expertise in retail excellence, Gavin’s approach emphasises simplicity and efficiency in customer journeys. His insights on tech integration, cross-functional service, and customer loyalty are designed to empower Essex businesses to deliver memorable experiences that keep customers coming back.
“We are thrilled to welcome Gavin to the team. His vast retail experience and passion for customer experience will be invaluable to businesses in Essex looking to enhance engagement and drive growth.”
Jonathan Winchester, insight6 CEO
Key Takeaways for Essex Businesses:
Stand Out from Competitors: Excellent CX builds strong connections, driving customer loyalty even in markets where price alone won’t differentiate.
Streamline Technology Use: Gavin advises that technology should simplify, not complicate, the customer journey.
Strengthen Local Ties: Essex businesses have the advantage of building strong community connections, which can translate into higher loyalty through consistent, reliable service.
For more information or to schedule an interview with Gavin Meadows, contact Lisa-Marie Mallier at No Fluff Communications, 07789 002149 or lisa@nofluffcomms.co.uk.
About insight6
insight6 is the UK’s leading customer experience consultancy. With a network of local CX specialists, insight6 delivers tailored solutions to enhance customer journeys and improve business outcomes. Call 0800 970 8987 or visit www.insight6.com.
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.
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.
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.
