insight6 Birmingham

insight6 Birmingham Would you like to transform the customer experience in Birmingham? If so, why not apply to become a

02/02/2026

🚨 Most customers don’t complain - they just leave. 🚨

In fact:
📊 95% of customers don’t complain - they silently walk away.

That’s why real-time feedback is critical.

We analysed over 1,000 responses at a law firm using our Instant Insight tool. Satisfaction was dropping fast, but because the feedback was tracked in real-time, the team could act immediately - resolving issues, saving time, and even gaining more referrals.

If you don’t ask for feedback, you don’t know how your customers feel - and you can’t improve.

🎥 In this short video, I explain why speed of action matters in CX and how real-time feedback can save your business time, money, and clients/customers.

30/01/2026

🚨 Missed opportunities are growth blockers and they’re often invisible. 🚨

Our research shows that in professional services:

❌ Less than 10% of client enquiries are properly followed up

💷 That’s lost revenue and missed clients.

With customer journey mapping, we make these gaps visible - and help leaders fix them.

One of my law firm clients now follows up on over 70% of enquiries.

Better engagement + consistent follow-up = more clients, stronger sales.

🎥 In this 45-second video, I explain how journey mapping uncovers hidden gaps in your business and turns them into actionable growth.

16/01/2026

🎥 In this short video, I explain why measurement is the foundation of better CX - and where mystery shopping fits in.

Watch below ⬇️

And ask yourself: how confident are you in what your customers really experience?



Edgbaston Park Hotel Birmingham insight6 Luke Tatchell Gen-XO

09/01/2026

Welcome to video 1 of 4 in our Customer Experience (CX) series!

We start with Why CX Matters

Customer experience drives growth — not just soft skills.

Most businesses overestimate their CX: 81% believe they deliver excellence, but only 8% of customers agree.

In this video, Stuart Plant from Insight6 Birmingham explains how measuring CX closes the perception gap, increases sales, and improves retention.

Special thanks to Gen-XO, Abdullah and Luke Tatchell for making this happen!

🍺When walking into a bar in Sutton Coldfield recently for the first time in four months, the owner didn't need to scan a...
31/12/2025

🍺When walking into a bar in Sutton Coldfield recently for the first time in four months, the owner didn't need to scan a loyalty card or check a CRM.

They immediately greeted my wife, my son, and me - all by name. 💬

That is real personalisation.
It shows they care, and that's exactly why we will return.

Contrast that with the latest industry figures:

❌ Two-thirds of UK retailers admit they are barely scratching the surface of personalisation.
❌ Many are still relying on generic promotions rather than genuine recognition.
❌ Big brands are spending millions on systems to replicate what the team at this bar did naturally: making the customer feel "known and special."

Are you using data to broadcast to your customers, or to connect with them?

Read the full report on the 'Personalisation Gap': 👇

https://ow.ly/b80T50XzXq7

I stopped off in freezing Birmingham a few days ago (en route to an even colder Edinburgh) and visited Gameguru, which i...
28/11/2025

I stopped off in freezing Birmingham a few days ago (en route to an even colder Edinburgh) and visited Gameguru, which immediately took me back to my (much!) younger days playing Battleships!

This was a game I was absolutely obsessed with. Funny how certain places can trigger that kind of nostalgia.

GameGuru strikes a great balance: a relaxed, social environment with fantastic board games to choose from, a bar (with Mahou on draught!), and a good food offer.

It feels like a genuinely enjoyable spot to unwind with friends, colleagues, and family, and have a fun experience along the way.

If you’re near the Utilita Arena, Birmingham and looking for something a little different, it’s well worth a look.

A brilliant trip back to Birmingham’s Jewellery Quarter (JQ) ✨First stop was Sonny’s Jewellers — a busy, vibrant, award ...
26/11/2025

A brilliant trip back to Birmingham’s Jewellery Quarter (JQ) ✨

First stop was Sonny’s Jewellers — a busy, vibrant, award winning jewellers right in the heart of the Jewellery Quarter. 💎

I took a trip down memory lane and swung by the Jewellers Arms, the first pub I ever had a drink in with my Dad many years ago! A proper nostalgia moment! 🍻

And of course, the iconic Chamberlain Clock standing proud next to the fabulous building that is the Rose Villa Tavern - one of several great local pubs I frequented in the summer!

The Jewellery Quarter really is one of Birmingham’s true gems and well worth a visit - packed with history, character and great people/businesses.

06/11/2025

🏆 We’re finalists in the Innovation category at the Business Buzz Awards 2025.

Our online feedback tool, instant insight, transforms how businesses understand and act on customer feedback. By capturing responses in real time, you can identify issues, celebrate success and make improvements that matter.

Innovation for us means giving businesses the tools to turn feedback into action and create experiences that truly stand out. Good luck to all the other finalists; we look forward to celebrating with you on 27 November.

See the list of finalists here: https://ow.ly/biuP50XlC5Y.

06/11/2025

🏆 What does it mean to be truly customer-first?

The insight6 CX Excellence Recognition Scheme celebrates businesses that consistently deliver exceptional customer experiences as standard. Learn more: https://ow.ly/JP4y50WQGN7?utm_source=hootsuite&utm_medium=&utm_term=&utm_content=&utm_campaign=

Earning the CX Excellence Mark shows that your organisation listens to customers, acts on insight, invests in teams and keeps raising the bar.

It’s more than a badge. It’s proof that your business puts customers at the heart of everything.

Does your business have what it takes to be recognised for CX excellence?

31/10/2025

🎥 It’s happening — filmed right here at Gen-XO Studios!

I had the pleasure of introducing Luke Tatchell and Abdullah before we started recording a new video series on how I help businesses grow through better Customer Experience (CX).

Because if CX isn’t measured, it can’t be managed. 📊

Better CX means:
💰 More revenue – loyal customers spend more & refer others.
🙌 Engaged teams – great experiences start inside the business.
🏁 A real edge – when products and prices are similar, experience wins.

This first video is just the intro — the series is coming soon, sharing how we use customer journey mapping, mystery shopping and real-time feedback to turn insight into growth.

Keep an eye out — first episode landing soon! 👀

✨ National Association of Jewellers Awards 2025 ✨What a fantastic evening at The ICC Birmingham last night for The Nati...
24/10/2025

✨ National Association of Jewellers Awards 2025 ✨

What a fantastic evening at The ICC Birmingham last night for The National Association of Jewellers Awards 2025! Walking through Birmingham and seeing it magnificently lit up was a lovely reminder that Christmas is creeping ever nearer 🎄

A huge thank you to Adam Cook for the kind invitation. 🙏

insight6 were honoured to mystery shop the finalists in the “High Quality” category of Jewellery Retailer of the Year, providing full insight into the customer journey across the key touchpoints.

Congratulations to all the finalists - Austen & Blake Jack Murphy Jewellers Newry Jeremy France Jewellers Limited Jewellers Siop Iard Sonny's Jewellers.

Congratulations to PureJewels by Bhanji Gokaldas for being highly commended, and to Jacobs | Independent Jewellers for being the overall winner! 👏💎

A big thank you to our insight6 national team of mystery shoppers for carrying out these assignments so diligently - your work makes all the difference.

It was also great to see some of our clients from around the UK featuring as finalists in other categories.

Finally, it was wonderful to see so many skilled and talented people from across the jewellery sector being recognised for their hard work and excellence. To top it off, being sat with such a great table of people made the evening even better!

A brilliant night all round. ✨

🎉 National Customer Service Week – Day 5: Recognition Day 🎉As draws to a close, today we shine a spotlight on the incr...
10/10/2025

🎉 National Customer Service Week – Day 5: Recognition Day 🎉

As draws to a close, today we shine a spotlight on the incredible people behind the service - those who show up every day with commitment, care, and passion. 🌟

Recognition is more than a “thank you” - it’s about celebrating the dedication, resilience, and impact of colleagues who make a real difference for customers and teams alike. 🙌

💡 Discover ways to highlight those who go above and beyond, including today’s Customer Service Hero competition: https://ow.ly/Ce2i50X49YT

While the week wraps up, the inspiration doesn’t end here. Let’s keep the momentum going by:
✅ Recognising great service year-round
✅ Building cultures that empower people
✅ Celebrating the everyday heroes of CX

Here’s to the people who make service excellence possible today and every day! 💙

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