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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!
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?
Improve customer experience using your front-line staff
Improve customer experience by using your front-line staff as your “research team”. Find out how.
Barely Audible & Best Buy
How does our text analytics machine, that has been taught automated rules, understand whether the phrases “barely audible” and “best buy” are positive or negative?
Customer experience: how to avoid Paralysis by Analysis
In a world full of information, it’s easy to forget about the customer experience. Don’t let “paralysis by analysis” take over.
When is a dog a dog? When is cool cool?
Considering using text analytics to understand Voice of Customer comments? Make sure the solution you choose can distinguish between a dog & a dog, and cool & cool. Curious?
Are you ready to leap into the brave new world of customer feedback?
Find out about this “brave new world” of customer feedback. Is it one you should take a step into? The words our clients say all too often are “why didn’t we do this sooner?”
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.