Lexis Nexis
Jim Smith
Customer Experience Director
insight 6
We all know customer service is vital, so why do so many businesses get it wrong? It not only affects profits, but staff satisfaction and retention.
My background before insight6 was in retail management, B2B sales, and training and internal consultancy roles in a number of blue chip firms.
With nearly 10 years in this business, I have facilitated service and sales improvements for some 60 firms in the South of England.
The two things I’ve learned in that time are that businesses think they know what customers think of them and how their staff members handle enquiries, but they often don’t. I’m also astounded how many sales opportunities are missed – they could ‘help people to buy’ so much more.
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