TGt Meets...Lucy Knight - Customer Experience Director at insight6

Meet our latest TGt Meets...Lucy Knight, the customer experience director at insight6.

Describe yourself in 3 words…

Creative, Dynamic, Supportive

Tell us a little bit about insight6…

insight6 started out specifically as a mystery shopping organisation. Pretty quickly it became apparent that our clients wanted a broader range of support with their customer experience (CX) so we developed products and services that would meet these needs. We work with business from multiple sectors across the UK & NI and have a large team of highly trained CX Researchers.

What inspired you to fulfil a career in this industry?

I had a long career with Coca-Cola which I absolutely loved! All my roles within commercial and technology had the ultimate aim of streamlining systems, processes & engaging teams to enable customers to buy. It was a natural transition into insight6 where we do the same thing but for multiple customers, improving customer experience and driving revenue.

What 3 things do you love most about working at insight6?

1. I love the variety of clients that we work with. I can be at Longleat in the morning and with a legal firm & a high end jewellers in the afternoon!

2. I love demystifying customer experience for businesses. Talking to them in normal language and applying CX theory in a pragmatic, common sense way that really makes a difference to their customers & their bottom line.

3. I love being able to draw on my previous experience to help our clients whilst learning from them about the sectors they operate in.

What services do insight6 provide?

Whilst we offer a wider range of products and services our core offering is built around gathering insight through CX reviews and automated customer feedback.

Customer experience reviews – Walk in visits, Phone enquiries, Website enquiries (historically we would have referred to this as mystery shopping, but this conjures up pictures of hospitality & retail only. We provide customer experience reviews across a wide range of sectors, from professional services to leisure)

Instant insight – Our real time automated feedback system that does loads of smart stuff. It can convert great feedback into online reviews, provide email notifications for speedy issue resolution and displays the data in a portal which enables you to track progress and benchmark performance.

How can customer service affect the success of a business?

Customer service is the one-to-one personal interactions we have with businesses, for example, checking into a hotel or calling an estate agent about selling your house. The connections that we make with customers influence whether they come back, spend more, and recommend us to their family & friends.

Customer experience is the broader picture. It’s about the end-to-end experience, from an initial website search right through to the end of the interaction. Ideally this becomes a cycle, they keep coming back and we gain a loyal customer for life. People buy emotionally and justify intellectually so it’s up to us to build connections with our customers.

Even small areas of friction along your customer journey can build up and influence a customer to go elsewhere. Statistically only 1 in 26 unhappy customers actually complain so we need to work hard to gather feedback and resolve issues.

How do insight6 support those that need help improving their customer experience?

Every business is different so the support we provide is always tailored to our customers’ needs. Typically, a full programme will consist of helping them to set their customer success goals, measuring current service or product satisfaction levels through CX reviews & customer feedback surveys and identifying areas of fiction. We deliver staff training & coaching sessions to help address the gaps and remeasure regularly as an ongoing temperature check to track progress.

What’s the key to good customer service?

I think the key to delivering great customer experience starts with company culture. Engaged staff deliver better customer experiences. Inviting and welcoming feedback from your team and your customers is essential. Gathering feedback is only useful though, if you are prepared to act on the feedback rather than justifying why people feel a particular way.

Find out more about insight6 via the below:

Connect with Lucy via LinkedIn: https://www.linkedin.com/in/lucy-knight-customer-experience-specialist/ 

Lucy is happy to chat, here's her Calendly link: https://calendly.com/lucy-knight-insight6/45min

View the insight6 website: https://www.insight6.com/services-tools/

Watch their explainer video here: https://youtu.be/rGmohk9I9D8