A lesson in how NOT to conduct customer feedback
The world is full of customer feedback surveys so I was not surprised to receive a pretty standard questionnaire by email from Vistaprint asking for my comments after I recently purchased some fliers...
View ArticleWhat makes a successful Voice of Customer programme for retailers?
By Jason Wilford, Feedback Ferret South Africa The Voice of Customer industry has evolved hugely over the past few years. In 2014, the focus on excellent customer experience will become even stronger...
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Voice of Customer solution taking Euroshop 2014 by storm
I am thrilled to be exhibiting here at Euroshop 2014 in Düsseldorf, together with our Feedback Ferret South Africa colleagues. The international scope of the this major exhibition has been proven, with...
View ArticleDon’t just gather customer feedback, act on it!
A new Voice of Customer report published by eDigitalResearch has highlighted the importance of taking customer feedback on board and acting on it. According to the eDigitalResearch survey, over half of...
View ArticleDomino’s Pizza demonstrates real customer engagement
It’s always good to read about companies at the cutting edge of marketing. Domino’s Pizza has made a name for itself through its guaranteed delivery times but this time, the Australian division of the...
View ArticleCustomer Feedback Surveys – the Ferret Way
I read an article recently and felt I could have written it myself. It cites the opinion of Adi Bittan, CEO of OwnerListens.com and her approach to customer feedback and surveys totally mirrors ours...
View ArticleDo you nip negative customer feedback in the bud?
The Tesco, Haggerston blog story strikes a very loud chord with us. The blog highlights the state of the Tesco store in Haggerston which was described as “the worst place on earth”. It went viral very...
View ArticleCorrect interpretation is what Feedback Ferret is all about
Want the best text analytics solution for your customer feedback? Read on to find out why one of our clients said “The Feedback Ferret engine clearly delivers better results than any other tool we have...
View ArticleIs NPS worth its salt?
NPS is a very common tool used to measure customer satisfaction. But is it worth its salt and is this a metric we can trust to predict future growth? Bob Hayes, Chief Customer Officer at TCELab...
View ArticleIs a B2B customer feedback programme necessary?
A recent article in the McKinsey Quarterly highlights the gap between the messages that suppliers are offering to their business customers and what these customers really want to know. It seems that...
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Feedback Ferret results drive strategic decision making at Holidaybreak
Over the past 3 years, Holidaybreak has gradually embedded the Feedback Ferret Voice of Customer tool deep into the heart of their business. It has now become the main driver for all strategic...
View ArticleHow important is accurate sentiment analysis?
“For any company worth its salt, optimal business intelligence relies on having a full understanding of a number of elements. One of the most important of these is that a business must be in touch with...
View ArticleThe true value of negative customer feedback
Is negative customer feedback a bad thing? Some people become defensive and sensitive when their customers complain but we believe negative feedback can be a golden opportunity to engage with the...
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CFS client saves £1m using Feedback Ferret
A corporate CEO in South Africa has recently saved £1m thanks to the insight he gained from his customers’ feedback comments. The business is a client of CFS (Customer First Solutions) who was...
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Feedback Ferret wows CFS retail clients with Voice of Customer technology
CFS Kiosk This month marks the start of a new partnership between Feedback Ferret and South African owned CFS (Customer First Solutions). The partnership will enable the retail, hospitality and...
View ArticleThe real potential of customer feedback?
Did anyone read this article published by Ashley Verrill about how she discovered the real potential of customer feedback? Ashley completed an experiment to test whether one type of technology would...
View ArticleAccuracy for text analytics is vital
It appears that a French company has just launched a new text analytics tool that claims to have up to 80% accuracy in identifying sarcastic comments posted online...
View ArticleThousands of leaders are better than one to improve Customer Experience
I read with great interest an article by Sir Terry Leahy, ex CEO of Tesco. His comments about leadership particularly drew my attention. He says: “I found that the marketing officer can step forward...
View ArticleIs the medical world lagging behind in customer experience management?
Having worked within the private medical industry for some time now, I really feel it could benefit from better understanding how improving their customer / patient experience could help improve their...
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Controlling Your Customer Feedback
Today I went into a retail outlet for a mobile service provider to inquire about new service. While I was waiting for my turn to be helped, I noticed the below sign encouraging customers to give...
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