June Talk with Lucy Knight

June is rolling by fast and today is the Summer Solstice, the longeste day of the year and with the weather we've been having, there's a summer feel in the air. How are business owners feeling this week? Today we're talking to Lucy Knight of insight6 which is based in Salisbury and which provides customer & employee insight through mystery shopping and online feedback systems. The team believe customer experience is the key differentiator in business now and the team help help businesses to stand out against their competitors.

What are your plans for Summer activities?
It’s a big summer in the Knight household. Our son is off to Canada to work and our daughter is planning to travel after her A Levels. Given that the nest will be feeling pretty empty we may take a trip ourselves!  

Does June hold any particular significance for you or your business?
For us June is normally about helping our clients to make their final preparations for the summer season. We’ll be busy with customer service & sales training, along with mystery visits. 

Now that businesses have a little more space to look up and stop fire fighting we are certainly getting more enquiries about insight gathering!

June is often associated in nature with growth and abundance – what are your plans for growth?
As it did for many businesses, Covid19 provided insight6 with an opportunity to reflect and refocus. We listened to feedback from clients and put our efforts into re-development of our online feedback system. 

This enables our clients to gather feedback from their teams & customers, to get instant notifications when things aren’t quite right and to convert great feedback into online reviews. This will be our main area of focus, not just for the Summer but the rest of the year.

Have you got any events planned for the coming months which you’d like to mention?
I have just started training for a 34k trail run in September and will be raising money for Mind. The last couple of years have been tough on everyone and our services are so stretched that people are not getting the vital support that they need. 

Mental health issues are not something that can be put on a waiting list so I’m keen to raise some funds to help Mind provide vital support.

June 30 is Social Media Day – what does social media mean to you and your business? What are your favourite social media platforms? 
Linked In is a vital tool for us to connect with, learn from and share insight with other like minded business owners. It’s definitely my favoured social media platform for the business. On a personal level I like the immediacy and pace of Instagram. I’m a very visual person and the algorithm feeds me with loads of colourful interiors and happy faces which I love. 

And finally: 
If I were to offer one ‘top tip’ in relation to customer experience it would be to get the basics right. There are so few organisations who have the basics firmly in place that this WILL set you apart from your competitors. Ask your customers what they think and take action on their feedback…it can be as simple as that!

For more information visit https://www.insight6.com/services-tools/