outside insight
The Insight Exchange Partnership
90 Long Acre
London WC2E 9RZ
tel: +44 (0) 20 7849 3506
email: info@insightexchange.co.uk


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Outside Insight
Helping your people deliver an extra special customer experience
The frontline is where you make or break customers’ faith in you. Research suggests that customers given an experience that makes them feel extra special are far more likely to talk to others than those whose customer experience leaves them feeling just OK or disappointed. The biggest issue for most companies is how to develop frontline people so that they can consistently deliver an extra special customer experience.

That’s where Outside Insight comes in.

It’s independent. It’s objective. It’s focused on making your people great.
It’s tailored to your needs.

It works through independent expert observation of the customer interaction in
real-time, followed by constructive feedback on behaviour, language, customer etiquette, context anagement, leading to tailored individual or team coaching. Our experts are practiced in skilled observation, retail management, customer experience improvement and coaching.
Outiside Insight

We have a range of coaching options including teambuilding and personal performance development.

“In 22 years of running businesses in this industry Outside Insight is the best piece of work on my frontline people that I have ever seen”
David Kelly – Owner – Poole Audi

What Outside Insight Can Offer You

Outside Insight offers a positive approach to working on the attitudes,
behaviours and interpersonal skills of your frontline people so that they can
deliver that extra special customer experience.

What You Will Gain From Outside Insight

 

  • A constructive alternative to mystery shopping: working with your people not catching them out
  • Independent tailored insight into the micro-behaviours of your frontline
    customer interaction
  • Development of your frontline people’s ability to make customers feel extra special
  • Better staff engagement and motivation
  • Improvement of your customer experience
Outside Insight can be bought as a retail or customer-facing programme applied to a network or customer contact operation – Cost: price on application. If you want to talk about Outside Insight, contact us at The Insight Exchange office.