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Bluestone becomes first in Wales to achieve ‘Customer Experience Excellence Mark’

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BLUESTONE NATIONAL PARK RESPORT in Pembrokeshire has achieved a milestone in the Welsh tourism industry, becoming the first business in Wales to earn the prestigious insight6 Customer Experience (CX) Excellence Mark. This recognition highlights Bluestone’s dedication to providing exceptional experiences for guests, placing it among just 15 businesses across the UK to receive this distinction.

In today’s market, customer experience often outweighs price in setting businesses apart. The insight6 CX Excellence Mark celebrates businesses that go above and beyond to make customers central to their operations, serving as a seal of approval from the UK’s leading CX experts.

Claire Lewis, Head of Guest Experience at Bluestone, shared: “Receiving the insight6 CX Excellence Mark is a tremendous honour, reflecting the team’s hard work over recent years to ensure we deliver the best for our guests. Investing in understanding our guests’ experiences has given us invaluable insights to enhance daily operations. When our team is happy, this directly enhances our guests’ experience, and the relationship is truly reciprocal.

“Through this journey, we have come to see our business through the eyes of our guests and actively seek their feedback. Even if things are going well, understanding what our guests truly value helps us make continuous improvements.”

Mel Evans, CX Director at insight6 South Wales, praised Bluestone’s approach: “To achieve CX Excellence, a business must have a strong customer-focused ethos embedded in every decision. Those receiving the CX Excellence Mark carefully design their customer journey—whether online, by phone, or in person—to ensure an outstanding experience, regularly testing and monitoring to remain at the top of their game.”

For more details on the CX Excellence Recognition Scheme, visit www.insight6.com/cxexcellence.

Business

Pembrokeshire Coast National Park Authority invites businesses to advertise in mag

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As 2024 comes to a close, Pembrokeshire Coast National Park Authority is encouraging local businesses to prepare for the year ahead by reserving advertising space in Coast to Coast, Pembrokeshire’s highly regarded, award-winning visitor magazine.

Launching its 43rd edition in Easter 2025, Coast to Coast provides a prime opportunity for businesses to reach a wide audience, with a readership exceeding one million people.

The bilingual publication, distributed across Pembrokeshire’s busiest locations and parts of Carmarthenshire and Ceredigion during peak tourism months, is a valuable resource for both visitors and residents. From unique products and delicious offerings to exciting experiences, businesses of all types can benefit from the exposure Coast to Coast offers. The magazine is available in hundreds of outlets countywide and has become an essential guide for anyone looking to explore the best of Pembrokeshire.

“Over the years, Coast to Coast has established itself as the must-have summer guide, packed with inspiration for exploring the Park,” said Marie Parkin, Head of Marketing and Communications for the Authority. “In addition to showcasing our visitor attractions such as Carew Castle and Tidal Mill, Castell Henllys Iron Age Village and Oriel y Parc, National Park Discovery Centre, the magazine includes practical information like maps, bus schedules and tide tables.”

“From scenic walks and beach days to rich insights into the Park’s heritage, culture, and wildlife, Coast to Coast offers something for everyone. Our Activities and Events listings ensure families can enjoy a full calendar of experiences,” Marie Parkin added.

With advertising deadlines set for early January 2025, businesses are encouraged to act swiftly to secure their spot and avoid disappointment.

For more information about advertising in Coast to Coast, please contact [email protected] or call 01646 624895.

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Business

Kurtz addresses Employment and Skills Convention

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SENEDD Member Samuel Kurtz kicked off an Employment and Skills Convention at the Cardiff City Stadium recently, organised by the Learning and Skills Institute. The event sought to unite organisations, businesses, and training providers to discuss critical issues surrounding employment and skills development across Wales.

The convention featured a panel of distinguished speakers, including local Samuel Kurtz MS, who is the Shadow Minister for the Economy and Energy; Rhys Morris, Managing Director of The Busy Group; and Megan Hooper, Director for Employment and Skills at Serco. Together, they explored strategies for increasing employment and the positive impacts this can have on individuals, young people, and the broader community.

Following the event, Samuel Kurtz said: “It was a privilege to speak at this convention and to underscore the vital role of collaboration between government and the private sector in aligning skills and training with the evolving needs of our economy.

“By enhancing skills and creating jobs, we can foster a resilient workforce that will not only meet today’s demands but also drive essential green infrastructure projects, ensuring a prosperous future for young people in Wales.

“Welsh Government Ministers must acknowledge their role in addressing high levels of economic inactivity. Introducing employment targets is essential to support people in re-entering the workforce and contributing to Wales’ economic growth.”

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Business

Homebase enters administration, putting 2,000 jobs at risk

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HOMEBASE, the beleaguered home improvement chain with stores in Haverfordwest and Bridgend, has collapsed into administration, placing 2,000 jobs in jeopardy. The company has struggled with rising costs and shifting consumer demand, which led to the closure of other Welsh stores in Newport, Brecon, Mold, and Cardiff in recent years.

Hilco, Homebase’s owner, had been attempting to sell the struggling retailer but failed to secure a complete buyer. The owner of The Range, CDS Superstores, has agreed to acquire up to 70 Homebase locations along with the brand itself, protecting approximately 1,600 jobs. However, this deal leaves 49 stores without a buyer, with thousands of additional jobs at risk in stores and at the head office. Teneo, the appointed administrators, declined to specify which locations face potential closure.

For now, the 49 stores will continue trading as Teneo seeks a buyer, with no immediate redundancies planned. In the new arrangement, CDS Superstores has acquired Homebase’s brand name and intellectual property, ensuring the Homebase brand will persist online, while physical stores will convert to The Range.

Damian McGloughlin, CEO of Homebase, described the past three years as “incredibly challenging” for the DIY sector. He cited the downturn in consumer spending following the pandemic, persistent inflation, global supply chain disruptions, and unusual weather patterns as factors that impacted Homebase’s performance. Despite restructuring and investment efforts, the business has not been able to turn its fortunes around.

Teneo joint administrator Gavin Maher acknowledged the uncertainty this announcement brings, urging any interested buyers for the remaining stores to make contact.

The current administration marks the end of a troubled chapter for Homebase, which Hilco bought for £1 in 2018 after Wesfarmers, its previous owner, admitted to several strategic missteps, including underestimating winter demand and cutting popular product lines. Homebase reported an £84.2 million loss last year, highlighting its continued financial struggle amid competition from budget-friendly rivals such as B&M and Home Bargains, which have thrived in the value-driven market.

Homebase was founded in 1979 by Sainsbury’s and the Belgian-owned department store chain GB-inno-BM. Over the years, it expanded rapidly, absorbing the Texas Homecare chain in the 1990s before changing hands several times in the 2000s.

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