Insight6

Customer Service

9 ways to keep your customers coming back

A customer makes an enquiry, you make the perfect pitch, win the conversion and ultimately win the customer’s purchase – success! But does the journey end there? Not if you want them to keep coming back. According to KPMG, customer retention is cited as the biggest revenue driver for businesses putting it above customer acquisition,…

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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 suffers from celiac disease. Who knew there could be so many different varieties of bread? I stood browsing for a good ten minutes during which time a young, male employee…

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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 your website, your premises and your communication with them? Thanks to the huge array of customer analytics tools this is easy to establish and, depending on the…

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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 the list. In fact, there are no real surprises in the list at all; First Direct, John Lewis, Jet2Holidays.com, Next, Subway and Aldi were all in the top ten. The bottom…

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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 survive and thrive in their lifetime has not even been invented yet”. Scary, but how true have those words proven to be. Given the saturation of digital platforms,…

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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 the one differentiator that every manager believes they have under control. Yet it is still difficult to measure the ROI of good customer service – there is no clear metric…

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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 really floats our boat. Maybe honey-lavender or chili-chocolate? Something that keeps pulling us back to the one place and something that creates conversation; ‘have you been to…..?, ‘have you…

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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 out there who sit in their offices and ponder the best ways to launch a new product, develop a new marketing campaign or sign up new business without acknowledging the one most…

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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 in touch with you if I need to. I trust you because you clearly value my custom and I feel special. I trust you because I…

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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 customer-centric world and we are, of course, embracing it with open arms. Most decision makers in business are aware that customer experience must now be…

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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 on one of two determiners; was the product or service that I required within actual driving distance or, was it a price I could afford? In the…

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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 customers to like us, buy more from us and keeping returning to us week after week, month after month, year after year and recommend us to friends and…

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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 and to enquire what they bought. They said they had been intending to buy a lot of plants but had been concerned to see there were vine…

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Call Centres – What can we learn from them?

Whether we love or hate them, we all spend time talking to Call Centres.  I am sure we have all come across those recorded messages of press 1 for this, press 2 for that, press 3 for a bit of this and that, and press 4 for anything else. I am also sure we have…

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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 Whilst driving into work this morning, I was trying to sum up my holiday experiences and that ever-present factor, customer service. In Cornwall, Spain and France over the past…

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