Archive for July, 2011
Listen to *all* your customers for business success
by Piers Alington on July 21, 2011 at 9:21 am
Two pieces of apparently unconnected research last week really caught my eye. The first, from Forrester, found that while more than three-quarters of US companies monitor online conversations and respond to customer feedback through social media, only 20% feed this information back into marketing plans or the wider business. The second study from Verint (PDF), [...]
Feedback Ferret & Silverstone: a winning combination
by Feedback Ferret on July 15, 2011 at 11:00 am
Organising a big sporting event can be a complex juggling act. Visitors will usually have spent large sums of money to acquire tickets and their desire to have the ‘experience of a lifetime’ will be high. Collecting customer feedback is vital to make sure these expectations are met and ideally exceeded. And sporting events don’t [...]
Thomas Cook finds out tick box customer surveys do not make customers tick!
by Feedback Ferret on July 13, 2011 at 1:15 pm
by Piers Alington When an esteemed travel guru devotes an entire article in a national newspaper to a customer questionnaire from a travel company, surely that has to be great PR for the company in question? Thomas Cook may wish to differ, after being the subject of a wittily scathing piece by Simon Calder in [...]
Feedback Ferret Accelerates Customer Feedback For Silverstone Circuits
by Feedback Ferret on July 7, 2011 at 9:06 am
Powerful contextual analysis engine will help analyse customer feedback comments Innovative use of QR codes and SMS at Formula One British Grand Prix London, 7th July 2011 – In an innovative step, visitors to this weekend’s Formula One British Grand Prix at Silverstone Circuits will be invited to use their mobile phones to provide real-time feedback on [...]
