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A customer experience that left my blood boiling As a member of the team at Feedback Ferret, I know all about ‘customer experience‘, ‘customer feedback‘, ‘customer is king’ etc. All these current buzz words are what our business is all about. However, it never fails to amaze me that our personal customer experiences with some of our biggest multi national organisations can be so time consuming, arduous and often leave our blood boiling. Take my customer experience with O2 this week. I wanted to upgrade my data allowance on my mobile phone package. Simple enough, I thou ..read more

Using Impact Analysis to make big and quick improvements to customer experience Text Analytics involves several hundred reporting topics in a typical client project. So how do you know where to focus effort to make the biggest and quickest improvements to customer experience? We know that it is not simply the topics that have greatest volumes that are the ones that need to be tackled first. Often these high volume topics can be simply ‘hygiene factors’ – worth knowing about, but not big influencers of customer satisfaction.With Impact Analysis, we uncover what’s really ..read more

Closing the loop with your customers is critical Fast and instant communication is part of our everyday life these days. Texts, emails, social media – no longer do we wait days for a response, we expect it within hours. And so organisations too must respond quickly to customers who complain because if they don’t, they can expect to see it splashed all over Facebook or Twitter. So what do we do about this? The first step is to ensure you are proactive about asking for feedback and have a robust channel through which your customers can comment or complain. Whether it’s a ..read more