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A customer experience that left my blood boiling
Why do our customer experiences with some of our biggest multi national organisations often leave us in a state of total frustration?
Using Impact Analysis to make big and quick improvements to customer experience
Uncover what’s really driving your customer loyalty, scores and sentiment, and focus your efforts where it will make the biggest impact on your bottom line.
Closing the loop with your customers is critical
Ever thought about turning a complaint into a sales opportunity? Does your organisation take too long to respond to complaints or even ignores them totally?
The awesomeness of the Feedback Ferret Lexicon
Find out how awesome our text analytics engine is – how many ways can the Feedback Ferret Lexicon interpret the words “Good”?
The perils of rewarding staff on scores
Surveys should tell you how well you are meeting the needs of your customers but in reality, a lot of surveys are only used to reward staff performance.
Customer Feedback: Hear it straight from the horse’s mouth
Allow your customers to tell you what’s important to them. Don’t put words into their mouths based on what is important to the business!
The true value of negative customer feedback
Is negative customer feedback a bad thing? Turn the negative to positive and keep them following your brand. Hug the cactus.
Customers are for life, not just for Christmas
Looking back on your business in 2018, do you REALLY know your customers? Do you really know WHY they purchase from you? Have you ever ASKED them?
WestJet Christmas Miracle – a priceless customer experience
The Christmas customer experience demonstrated by WestJet back in 2013 is still one of the best we’ve ever seen. Watch it again!
Have your customer feedback cake & eat it!
Customer feedback surveys often focus on key KPIs rather than customer experience. Find out how you can focus on both and still get all the insight you’ll ever need.
Make decisions faster – use Text Analytics!
Have you ever wanted a Focus Group at your finger tips? Use Text Analytics. Find out how we can help you make faster strategic decisions.
Use atonement to transform your customer experience
Sometimes it is the little things that make the difference. Find out how you can use the little things to win customers over.