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Welcome to Ferret World: our news, blogs & opinions


Find the CX needles in your haystack at Travel Technology Europe 2020

We’ll be at TTE 2020 to showcase our Complete Customer Experience Solution. Come and find us on stand T44 and hear our CEO speak on both days of the show.

improve customer experience 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.

dog of a car 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.

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!

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