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Feedback Ferret helps Holidaybreak (Camping Division) drive re-booking rates
Feedback Ferret has been working with Holidaybreak (Camping Division) since 2011 on two levels; firstly to understand what drives their re-booking rates and, secondly, to find out what elements of...
View ArticleVoC Analytics and CEM expected to grow at CAGR of 19.8%
That’s a lot of abbreviations I know, but those capital letters spell out big things for those of us who make customer feedback our business. According to a recent report* published by...
View ArticleBut we’ve always done it that way!
I was recently talking to a potential client who, up until now, had never even considered any other form of customer feedback tool other than a traditional tick-box survey. Needless to say, their...
View ArticleReal Time Actionable Intelligence all the rage
“Real Time Actionable Intelligence” were the buzz words at the recent Brand Republic’s Customer Experience Management event in London. Examples were cited from different industries as to how measures...
View ArticleFerrets decamp to Marlow
Feedback Ferret, a leading supplier of Customer Feedback Management Solutions, has moved its head office to the historic Brewery Courtyard in Drayman’s Lane, Marlow. Until now, the staff have worked...
View ArticleFerret shows how to take action
Research shows that acting on information is by far the most challenging aspect of any Voice of Customer (VoC) Programme. According to Forrester Research studies, VoC teams have a tough time convincing...
View ArticleLet Me Give You My Feedback….Please?
I recently participated in an event that involved running a total of 11 miles / 18 kms, 22 obstacles, and a significant amount of mud and water. I went into the adventure filled with a certain amount...
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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...
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...
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 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 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...
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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...
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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...
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...
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...
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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 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...
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 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...
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