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Insight 24 June 2020 Fiona Logan

How we created community for our customers during lockdown

At Insights, our customers mean everything to us.

And that’s not just talk. We really mean it. Our strategic ambition is, ‘To be irresistibly attractive to our chosen customers by investing in our people and our global Insights community.’

We want our customers to love our purpose, our products and solutions, and our people – and to commit to a life-long learning journey with Insights.

We’ve even set ourselves the ambitious target of achieving a Customer Happiness Score, which is calculated from our Net Promoter and Customer Effort results, of +65. This helps keeps us focused among a myriad of competing priorities.

And it’s not only that. Our customers are also our partners. Insights has a global partner community of more than 2,500 people across 90 countries – many of whom make their living selling Insights Discovery on our behalf.

So, when Coronavirus caused unprecedented disruption, we asked ourselves, “What do our customers need from us right now?” Then we went to work.

When people first started to physically distance, we quickly pivoted to a ‘virtual first’ delivery model. This included delivering free educational webinars to help our global practitioner community upskill for virtual delivery. We also produced a free virtual delivery eBook to give our practitioners a resource they could refer back to as they got more comfortable delivering Insights Discovery in a virtual environment.

In the space of a few short weeks, we had developed and launched five new virtual products. It was an incredible effort that continues to inspire me. I appreciate my global team of talented and committed colleagues.

Our virtual solutions have the same great learning outcomes, with the same engagement and enjoyment as always and are proving as popular as our traditional face-to-face sessions have always been. This is what our customers have said

Elsewhere, because we believe its physical – not social – distancing, we started running a series of free weekly webinars. Our aim here was to strengthen our global community and keep learning alive. We’ve been blown away by the response.

Driven by our Head of Learning and Experience Marcus Wylie, hundreds of people have dialled in from across the UK and Europe, North America and Asia on a regular basis.

Sessions have been delivered with our Group CEO Andy Lothian, we’ve had customers and partners in the hot seat, and even an elite athlete or two – former Scottish rugby captain John Barclay and single-handed ocean sailor Pip Hare.

A regular at our webinars is Recruitment and HR Manager Simone Heath, from Qadre. Simone said, “I follow Insights on LinkedIn, and saw the events advertised on there. I didn’t really know what to expect from the sessions, so I was very open minded. They are very informative, whether or not you have an understanding of Insights or not, but having an understanding of Insights is valuable, and enables you to get so much more out of the session. They’re really interactive, and I love the fact we get a copy of the webinar afterwards so I can watch again and reflect.”

You can sign up for our next webinar, or tell us what virtual events you’d like to see by clicking here

So, even though there’s huge uncertainty, Insights is continuing to invest considerable time and resource in developing more virtual, face-to-face, and blended solutions. Because as restrictions are lifted and we transition to the next normal, we want to give our customers greater choice. We want to ensure our customers will always have access to world-leading, intensely human experiences that create connection, community and togetherness – however they choose to experience them. And we want to create a globally connected community of customers who choose to partner with Insights on a life-long learning journey.

Until next time – stay safe and stay connected.

From Fiona

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