We understand the challenges facing the Retail sector.

Ensuring that every customer enquiry is handled with real care, that maximises all of the sales opportunities is the key to the long term profitability of your business. Giving the team the skills to upsell having correctly identified a customer’s needs is challenging. This is where we can help.

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insight6 works with many retail groups as well as independents.  Our local CX specialists can work “hand in hand” to manage the CX improvement. Examples of our work would be…

 Mystery shopping the “in-store” experience to identify the standards of service and sales processes are operating. This can be via video or more traditional means.

  • Introducing staff recognition programs based on the mystery shopping and online client feedback
  • Introducing multisite mystery shopping programs to benchmark service standards and to set goals to become a world-class retailer
  • Running customer experience and sales training programs across the team to increase motivation and sales
  • Conducting customer focus groups in order to identify how they feel about their relationship with the brand and what improvements the brand could make to make them feel special
  • Working with the leadership team to develop the CX strategy for the next five years and then attending board meetings to challenge and contribute

If you feel we can help you, please do get in touch.

Six Reasons to choose insight6 to improve your Customer Experience

We are extremely familiar with the sectors that we work in and our Customer Experience Directors have fantastic local knowledge within their regions. As a result, you will receive the best knowledge, support and information allowing you to benchmark yourself against other businesses within your industry and area.

  1. Our Customer Experience Directors are local to you and on hand to partner your journey of CX transformation.
  2. Our Customer reviews, survey tools and on-line feedback products are world class.
  3. All of your CX measurement is tailored for your business to ensure the results are 100% relevant and actionable.
  4. Our CX Directors can coach and mentor your teams to improve performance.
  5. Our benchmarking and customer mapping tools are second to none.
  6. When you work with Insight6 Transformation comes as Standard.

John Gall
Managing Director Brownings


"We have had excellent service from insight6. Since working with Stuart and his team we have enhanced sales and staff engagement positively. Customer Experience Reviews have helped us identify where extra training is needed and insight6 have delivered this too. We will continue to work with them to improve customer service and team building here at Brownings."

Find out how insight6 partnered Brownings to increase customer numbers by 3% and average spend by 8% 

Steve Balmer-Walters
Former Head of Retail, Norwich City FC


“The service that insight6 provide is first class. From the moment we hired Judy and her team of CX Researchers, we were blown away by their professionalism and knowledge of the retail sector. They provided us with thorough reports which specifically highlighted their attention to detail and their understanding of the customer journey.”