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Experience Methods What I Deliver GTM Industries Role Play Example Clients Contact Transform Your Business Sales, marketing, operations, and communications My name is Ray Collia. I'm available for fractional, contracting, consulting, or part-time engagements. Book a Call Contact Me The Trifecta Effect–Business Growth and Transformation Through Unified Sales, Marketing, and Operations A unified sales, marketing, and revenue operations approach aligned with a solid go-to-market strategy delivers the best results for sustainable, scalable growth. Whether building your existing business, launching a new product, or expanding into a new market, I provide fractional support, part-time, enablement services, or consulting. Sales 39 Years of Experience Marketing 18 Years of Experience Partnerships 18 Years of Experience Operations 17 Years of Experience World-Class Sales Methodologies to Accelerate Sales and Embed into Messaging, Marketing and Operations I am trained in multiple structured sales techniques that can be leveraged to enhance your messaging, processes, and operations. SPIN SELLING Passionate Advocate and Supporter of Patients and Clinical Trials. I am a member of the Society for Clinical Research Sites, and was a steering committee member for the Pharmaceutical Contract Management Group (PCMG) for seven years. I am passionate about improving the lives of patients everywhere, and the ongoing betterment of clinical trials. A Few Examples of My Successes $24M contract $24M contract signed for a £40M SaaS business Successfully managed and navigated a global deal with 70+ stakeholders at 11 sites in 10 countries, across three global business units, multiple third-party vendors, a Big Three accountancy firm, and very few internal resources. text. Took an almost bankrupt business to market leadership Rebuilt a failed business with a bad reputation into a market leader with over 50% of market share in less than 2 years. Transformed them from a product and discount-focused business to a profitable solutions business. 275% increase in revenue Increased UK sales by 275% and transformed sales, marketing, operations, and supply chain for a manufacturing business within 12 months. Top performer Opened new markets for a UK Managed Service Provider. Global performer - Only person to sell outside the US amongst dozens of international salespeople. Increased the opportunity count x30 and x9 new business sales for a supply chain planning business. Strategy Tailored Structured Business Strategies Development Business Growth Plans & Continuous Improvement Analysis Data-Driven Insights & Action Implementation Execution & Integration Driving Go to Market (GTM) Strategy and Execution 1 / Market Fit I have decades of experience in customer-centric sales, marketing, business communication, and research in dozens of countries worldwide. I can make valuable strategic contributions to the Market Fit step of your GTM process. 2 / Ideal Customer Profile (ICP) Identifying your ideal customer profiles (ICPs) is at the heart of every step of your business growth. If you do not have this in place, I can help you with this critical step of your GTM process from both a sales and marketing perspective. 3 / Competition Competitive positioning is critical to your success. I will discuss your differentiators and ensure that your messaging positions you appropriately. If additional competitive research is required, I am a professional researcher and can carry this out for you. 4 / Messaging In addition to decades of business communication experience, I am a professional copywriter and publisher. I write content that inspires, educates, enlightens, and empowers our clients’ audiences. I also embed structured sales methodologies into messaging for maximum impact. Take a look at my copywriting portfolio here . 5 / Buyer Journey Buyer behavior has changed. Delivering experiences closely aligned with your buyers' needs has never been more important. In addition to understanding the buyer journey, situational and cultural awareness will set your messaging apart from the generic approach of others. I craft marketing, sales strategy, campaigns, and messaging that keep you in step with your buyers. 6 / Channels Synchronised multi-channel marketing and sales strategies and execution are the keys to success. I help you to leverage up to twenty-six traditional and digital sales and marketing channels to achieve growth. 7 / Sales Strategy and Execution Leverage decades of experience in sales and marketing leadership, strategy, and execution in global enterprise account management, inside sales, field sales, and strategic partnerships. If you use structured sales methodologies such as MEDDIC, SPIN, or others, I can integrate them seamlessly across marketing and sales. 8 / KPIs and OKRs Analysis of Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) can guide and transform your business, highlight challenges and opportunities, improve efficiencies, and drive investment and growth. Structured sales methodologies improve accuracy and results. 9 / Processes/Revenue Operations I can work with existing processes and tools that support your PMF/GTM activities, or implement new systems and resources. I work with many popular tools and resources that businesses rely on. See below. Experience with many popular systems and resources Industries I specialise in B2B startups and SMEs and have special rates for small businesses. I have been involved in many industries, from FMCG, manufacturing, automotive, electronics, high security, and governments, but the last twenty years have been focused on technology, life sciences, and supply chain. Technology I have over nineteen years of software experience, selling Enterprise SaaS, Artificial Intelligence, and Machine Learning across multiple industries. I've held positions as Global VP of Sales and Marketing, Head of Commercial, and other senior sales positions for decades in this sector. Having signed eight-figure contracts with several of the largest companies in the world, my understanding of aligning communication with customer needs and expectations is extensive. I have more than eighteen years of business experience in solutions for the pharma and medical device sectors, including clinical trials. I have also been involved in healthcare during that time. I have been an international speaker, round table and event chairperson, and patient and site evangelist. I was on the steering committee for the Pharmaceutical Contract Management Group between 2016 and 2023 and am an honourary member of the Society for Clinical Research Sites. Life Sciences Supply Chain The supply chain is the lifeblood coursing through the veins of any industry where a physical product is part of the process. To say that supply chain is a hugely complex area of expertise is an understatement. My experience spans over 29 years across many industries, and I acutely understand the many physical and digital challenges within supply chain, transport, distribution, and logistics. Role play example Watch me role-play a new business sales outreach from a CRO (Contract Research Organisation) to a biotech called Sponsor Pharma. This is part of an all-in-one landing page designed to align with a buyer's journey, providing human outreach based on specific prospect research, aligned messaging, relationship building, and a call to action. This is just one part of an omnichannel approach that helps buyers to choose your business. Clients PCMG 2018 PCMG 2018 Speaking in Munich - Workflows Speaking in Munich - Workflows SCRS Innovation award presentation SCRS Innovation award presentation PCMG 2018 PCMG 2018 1/5 Contact Me UK mobile and WhatsApp +44 7789 721821 raycollia@pm.me Schedule a call here

Word Ferret helps you to connect with the people who matter to you most—customers, prospects, employees, partners, and investors—through carefully crafted communication. Professional copywriting, research, video message demand generation, voice of the customer (VOC), LinkedIn, social media networking Words That Make You Go WOW! Blending academic-level writing and editing with commercial experience in national and global sales and marketing, we help you to connect with the people who matter to you most—customers, prospects, employees, partners, and investors—through carefully crafted communication. Professional Copywriting We offer a range of friendly services tailored to meet your needs, backed by decades of professional research and writing experience and supported by real world business experience. If you have an article, white paper, presentation, guide, website or blog post in mind, we can help you. Read more Professional Research Services There is so much information available to us, especially online, and not all of it is accurate, up-to-date or written with our best interests at heart. There’s a lot of misinformation, stale information and simple nonsense out there, and sifting through it all can be time consuming and frustrating. You can trust us to ferret out the facts. Read more Marketing and Sales Support Supercharge your Product Market Fit (PMF) and Go-to-Market (GTM) Strategies with our Marketing and Sales Support Services. Whether you are building your existing business, launching a new product, or expanding into a new market, we have decades of experience that can supercharge your company at every step of your Product Market Fit or Go-to-Market strategies. Read more Our Areas of Expertise Life Sciences 18 years in life sciences Over 100+ areas of expertise Pharma, biotech, med device, clinical trials Click to enlarge Learn more Technology 19+ years Enterprise SaaS, Artificial Intelligence and Machine Learning experience Click to enlarge Learn more Supply Chain •29+ years experience in supply chain across multiple industries Click to enlarge Learn more English as a Second Language If English is not your first language, and you need proofreading or editing services, we can help. We're all native English speakers here in the Word Ferret team, and we all have experience of working with non-native English speakers. We'll help you to communicate your message effectively and avoid embarrassing misunderstandings.

Supercharging your Product Market Fit or Go-to-Market Strategies Word Ferret specialises in business communication. We provide professional research, copywriting, voice of the customer, conference/event outreach support, and publishing services. Whether you are building your existing business, launching a new product, or expanding into a new market, we have decades of experience that can supercharge your company at every step of your Product Market Fit or Go-to-Market strategies. Aligned Content and Messaging Supercharge your Product Market Fit (PMF) and Go-to-Market (GTM) Strategies Word Ferret specialises in business communication. We provide professional research, copywriting, voice of the customer, and other business services that support your growth. Whether you are building your existing business, launching a new product, or expanding into a new market, we have decades of experience that can supercharge your company at every step of your Product Market Fit or Go-to-Market strategies. World-Class Sales Methodologies Built into Your Messaging I am trained in multiple structured sales techniques that can be leveraged to enhance your messaging where appropriate. SPIN SELLING Passionate Advocates and Supporters of Patients and Clinical Trials We are members of the Society for Clinical Research Sites, and Ray Collia was a steering committee member for the Pharmaceutical Contract Management Group (PCMG) for seven years. We are passionate about improving the lives of patients everywhere and the ongoing betterment of clinical trials. Supporting You, Step-by-Step Step 1 Market Fit Product Market Fit and Go to Market With decades of real-world experience in sales, marketing, and business communication, we understand how to align your PMF or GTM strategies and activities with your prospects, customers, partners, and investors. Your ideal customer profiles (ICPs) are at the heart of every communication that we craft for you, whether it's a social media comment, blog post, article, white paper, video script, presentation, report, or globally distributed thought-leadership book . Step 2 Ideal Customer Profile (ICP) Step 3 Competition Competitive positioning is critical to your success. We will discuss your differentiators and ensure that your messaging positions you appropriately. If additional competitive research is required, we are professional researchers and can carry this out for you. We are professional copywriters and publishers. We write content that inspires, educates, enlightens, and empowers our clients’ audiences. Contact us to see our customer portfolio. Step 4 Messaging Step 5 Buyer Journey Buyer behavior has changed. Delivering experiences closely aligned with your buyers' needs has never been more important. In addition to understanding the buyer journey, situational and cultural awareness will set your messaging apart from the generic copy of others. We craft messaging that keeps you in step with your buyers. Supporting omnichannel marketing and sales strategies and execution is one of our superpowers! See below for the marketing and sales channels we commonly support or recommend. Step 6 Channels Step 7 Sales Strategy Leverage over 39 years of experience in global enterprise account management, inside sales, field sales, and strategic partnerships. If you use structured sales methodologies such as MEDDIC, SPIN, or others, we can integrate them seamlessly into your messaging. Analysis of Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) can guide and transform your business, highlight challenges and opportunities, and drive investment and growth. We can help you with research, messaging, and writing powerful reports. Step 8 Goals Step 9 Processes You've invested time and energy to build processes and tools that support your PMF/GTM activities. We work with many popular tools and resources that businesses rely on, so you can be assured that we can seamlessly work within your existing ecosystem with ease. Examples of how we can support your PMF/GTM activities and your omnichannel marketing and sales. Copywriting, Research, and Publishing With decades of omnichannel marketing and sales experience, our support goes beyond research and copywriting . If you need assistance in any way, no matter how small or big a task, simple or complex, we can help you! This is a partial list of channels that we support. Blogs/articles –Strategy, planning, scheduling, research, and copywriting. Books/eBooks –Ghostwriting, design, formatting, publishing, and distribution. Cold email –Sequences (personalized and compliant, not spam). Customer references –Editing and formatting. Market research –Professional research services for Market Fit, competitor intelligence, prospect information, market intelligence, and reference information for white papers and articles. Networking –Help your network open doors for you. Infographics, white papers, articles, and podcasts are ideal assets to share. Newsletters –Strategy, scheduling, research, copywriting, and management. Phone outreach –Scripts, including sequences and objection handling. Podcasts and webinars –Scripts. Search engines and SEO –Optimised copywriting. Subtitles –Editing transcripts and subtitles for videos, podcasts, and webinars. Websites –Website content refresh, editing, and copywriting. Portfolio Contact us Social Media Management, Industry Groups, and Networking Social media and networking within industry groups are important channels for brand awareness, community engagement, relationship development, and lead generation. We provide a flexible service that can provide a range of basic services up to a full-service social media management solution. As an example, a full-service management solution would include the following: Strategically scheduled posts based on a sequence of agreed topics. A combination of professionally researched and written articles (1,500 words), white papers (3,000 words), podcasts, and social media posts of approximately 300 words. Scheduling and planning. Social media posts 3-4 times per week. A follow-up comment on each post–best practice is to have at least one additional comment. Responses when other people comment or like the posts. Sending new connection requests to those who engage in personal messaging as appropriate. Information added to your CRM. All posts are made in an employee's name from your company. This is just an example list of services. Any single activity can be provided as an individual service offering. Contact us Voice of the Customer (VoC)/Patient Voice Obtaining customer or patient feedback can give you vital insights into what your customers or patients think of your company, product, or service. But it goes beyond that. If your customers feel that they're part of the conversation, and that you value their opinions, they will be more engaged and far more receptive to your message. So, whether you're planning a marketing campaign, looking to improve your customer service, launching a new product, or looking to update an old one, the first thing you need to do is open your ears wide and listen to what your customers have to say. VoC can help you to: Improve your customer/patient experience. Serve your customers/patients better. Uncover/solve current/potential problems. Improve your product. Improve your service. Improve efficiency. Improve training. Enhance your brand. Differentiate yourself. Create powerful messaging for marketing and sales. Be more competitive. Increase customer retention. Increase sales. Contact us Other Services Social Media Management, Industry Groups, and Networking Social media and networking within industry groups are important channels for brand awareness, community engagement, relationship development, and lead generation. We provide a flexible service that can provide a range of basic services up to a full-service social media management solution. As an example, a full-service management solution would include the following: Strategically scheduled posts based on a sequence of agreed topics. A combination of professionally researched and written articles (1,500 words), white papers (3,000 words), podcasts, and social media posts of approximately 300 words. Social media posts 3-4 times per week. A follow-up comment on each post–best practice is to have at least one additional comment. Responses when other people comment or like the posts. Sending new connection requests to those who engage in personal messaging as appropriate. Information added to your CRM. All posts are made in an employee's name from your company. This is just an example list of services. Any single activity can be provided as an individual service offering. Contact us Conference/Event Attendee Research and Outreach Service Filtering event attendee lists and gathering key information to help you make the most of your prospect conversations takes time. This is usually problematic when lists are sent to you at the last moment. We take the burden away from your sales and marketing team! Select any of the following: We can collect the following information: Event attendees' LinkedIn profile page links (where available).* Company details and URL. Therapeutic area if the company runs clinical trials. Clinical trial information from clinicaltrials.gov or their company website. Additional, deep company research. Email outreach If you have email addresses but don’t have time to carry out an email outreach campaign to attendees, we can do that for you before, during, and after the event. We’ll even write the messages for you! If you don't have email addresses, we can carry out searches for publicly available email addresses and check our own clinical trial contact database. If you don’t use a mailer system, we can send emails using your chosen email address via Brevo. Enhance your invitation with a video message and landing page using our Connect VMS service . *Your team would send LinkedIn connection requests to maintain ownership, continuity, communications, and relationship building. Contact us Voice of the Customer (VoC)/Patient Voice Obtaining customer or patient feedback can give you vital insights into what your customers or patients think of your company, product, or service. But it goes beyond that. If your customers feel that they're part of the conversation, and that you value their opinions, they will be more engaged and far more receptive to your message. So, whether you're planning a marketing campaign, looking to improve your customer service, launching a new product, or looking to update an old one, the first thing you need to do is open your ears wide and listen to what your customers have to say. VoC can help you to: Improve your customer/patient experience. Serve your customers/patients better. Uncover/solve current/potential problems. Improve your product. Improve your service. Improve efficiency. Improve training. Enhance your brand. Differentiate yourself. Create powerful messaging for marketing and sales. Be more competitive. Increase customer retention. Increase sales. Learn more

Here are several samples of our work for you. Samples will be added from time to time, so do check back to see what's new. 'When it comes to copy editing, proofreading and copywriting, we're the best thing since sliced bread,' we tell you. 'We are the bees knees and all that,' we explain enthusiastically. And, understandably, you look at us sideways and ask, 'but how do I know you're as marvellously wonderful as you say you are?' Well, don't just take our word for it. Step right up and sample our wares. We offer here a selection of our written works to give you a taste of what we do. After all, they do say that the proof of the pudding is in the eating, so have a nibble and see for yourself. Samples will be added from time to time, so do check back to see what's new. Leverage decades of real-world knowledge and experience in providing technology and service solutions. 26 of the world's top 50 pharma companies 13 of the world's top 30 medical device companies Proud to be a member of Proud supporter and former steering committee member (2016-2023) of Pharmaceutical Contract Management Group Samples of Our Commercial Work These are a small selection of projects that we have carried out for clients. Featured White Paper The UK Cyber Security and Resilience Bill (CSRB) and EU Network and Information Security Directive (NIS2) An overview of legislation that impacts entities that are critical to the national infrastructure in the UK and EU. Click on the image to download the white paper. Customer Portfolio For links to our portfolio of work in clinical trials, technology, data, services, and supply chain, please contact us. Thank you. Contact us Bridging the Gap – TEFCA, Healthcare Data Interoperability, and Clinical Research Use Cases Transforming complex information for a broader audience across the clinical trial and healthcare ecosystem. Read the article Financial Times Live - Transforming the Clinical Research Experience An article covering the Financial Times webinar "Financial Times Live - Transforming the Clinical Research Experience" Read the article An Introduction to Healthcare Interoperability Blog and White Paper A blog and white paper exploring the complexities of data interoperability in healthcare. Read on blog Driving Innovation Using AI & Imaging An article about the transformational impact that AI has on medical imaging. Read the article An Introduction to Healthcare Interoperability Blog and White Paper An article exploring and explaining the complexities of data interoperability in healthcare. Read on blog Are You Ready for EU GMP Annex 1? Part of an awareness campaign for EU GMP Annex 1 Read on blog The Role of Source Data Verification (SDV) and Source Data Review (SDR) in Driving Clinical Trial Data Quality One of Medidata’s most popular articles. We also wrote the white paper for this. Read on blog A Selection of Our Personal Articles These articles are intended to give you an idea of our writing style and ability. Getting to Know You Why Voice of the Customer Matters How genuinely listening to and getting to know your customers can help you improve your company, product, service and brand. Read PDF Read on blog History to Get Your Teeth Into An article about the history of dental prosthetics - false teeth to be exact - that first appeared in Andon , the journal of the Society for Japanese Arts Read PDF Being Human Why We Don't Use AI An article explaining why we don’t use AI in our work here at Word Ferret and, in addition, why we’re not afraid that we’ll be obsolete by the end of next week. Read PDF Read on blog ChatGPT Is Not as Clever as You Think Convincing nonsense, fabricated facts, repeated inconsistencies and flat, boring writing. How ChatGPT fails to live up to the hype. Read PDF Read on blog First Sentences Are Doors to Worlds Why Opening Lines Matter. With suggestions to help you write an opening paragraph that hooks your readers and keeps them reading. Read PDF Read on blog Sling Your Knickers on the Compost Heap Or, Easy Ways to Live More Sustainably. Ten things you can do to help the planet & fight the climate and nature emergency Read PDF Read on blog

Sales lead generation and even sales cycles have been massively impacted since 2020 and have become increasingly worse, especially for startups and SMEs. We all know a lot has happened in the world, but what are the specific reasons that affect lead generation? We explain three core reasons here. Buyer behaviour has changed. Have you? Sales lead generation and sales cycles have been impacted negatively since 2020, and this trend has continued, especially for startups and SMEs. We all know that a lot has happened in the world, but why has lead generation been affected? We explain three core reasons in this video and have highlighted them in writing below. Audio-only track > Word Ferret Connect - Buyer Behaviour has Changed 1 00:00 / 06:45 Erosion of Trust Trust in the usual communication methods has eroded over time to the point that people are much more sensitive to contact by phone, email and, more recently, direct messaging through social networks. The increased flood of automated messaging and untrustworthy or indistinguishably average or bad AI content has not helped. How do you react when a withheld number tries to call you on your phone? Do you read and respond to every single email that you receive? Do you connect with everyone who sends a connection request through LinkedIn? How do your potential buyers react and what can you do to communicate with them? Information Overload In an increasingly competitive marketplace, every other man and his dog is vying for the attention of your target audience. Why should they choose you? Information has never been so accessible to a buyer as it is now. It means that buyers are significantly more informed and as a result, this means that they can approach vendors at a later stage in the sales cycle. This also means that they will be able to shortlist vendors, so all other potential sellers will not even have a chance to put themselves forward. How do you earn a place at their table? The Buyer Journey With subtle changes in decision-making practices, higher availability of information, erosion of trust in the various vehicles used for communication, the increased flood of automated messaging and untrustworthy or indistinguishably average or bad AI content, it's not surprising that the buyer journey has changed. What can be done to better align with your buyer's journey? Adapting to the new world Building and earning trust is the key. Understanding your buyers, their journey and earning a place at their table are all key elements of adapting to the changes in the buyer's world. Once this is established, we will help you build the foundations for a trust-based omnichannel sales and marketing framework which will provide consistency, sustainability, scalability and growth. There are well over 23 different sales and marketing ways of helping buyers that we will explore for you, whittling them down to the best ones that align with your customers. The best thing about it all, we can empower you to do this yourselves, or outsource as necessary. You have the power to choose.

Word Ferret: The Marriage of academic rigour & business acumen. Word Ferret was founded in 2022 by Ryoma and Gina Collia. Word Ferret: The Marriage of Business Acumen & Academic Rigour Word Ferret was founded in 2022 by Ryoma and Gina Collia. Ryoma has almost 40 years' global sales and marketing experience. He has held senior sales and marketing positions, including Global VP Sales and Marketing, Head of Commercial, and Head of Business Consulting. Ryoma has helped transform an almost bankrupt business into a market leader, regularly signed seven and eight-figure SaaS contracts with several of the largest companies in the world, led top-performing sales teams as a player/coach, and worked with governments and global investors. As a copywriter, speaker, subject matter expert, and coach, he specialises in technology, supply chain, and life sciences. Communication has been at the heart of his success. Gina has decades of experience in academic research, writing, editing, and publishing. She is an historian and a trained artist/designer. Gina is the founder of Nezu Press, one of the few female-owned-and-run independent publishing presses (click here to visit the site ), and her scholarly works on Japanese art have established her as one of the world's leading experts on Ukiyo-e , pictures of the Floating World. Find us on social media... Ryoma: Gina:

Specialist copywriters in 100+ areas within life sciences, tech solutions, and supply chain. Our service combines almost 40 years of academic rigour, 16 years in publishing, and over 36 years business experience. We also provide video message demand generation services and LinkedIn networking content and messages. You know your product inside out, upside down, and back to front. You know it’s the best product that’s ever existed in the long history of mankind. And you want your target audience—or the entire world—to know it too. But in an increasingly competitive marketplace, every other man and his dog is vying for the attention of your target audience. Which is why it’s vital that your business communication sets you apart from your competition. And that’s where Word Ferret comes in. Our customers benefit from a service that blends academic-level writing and editing with commercial experience in national and global sales and marketing. We’ll help you cut through the noise to reach your target audience with clear, polished copy that engages, motivates, increases interest, and inspires action in your audience. We’ll help you and your product stand out in all the right ways. Because good business copy can make your company’s reputation. Bad copy can break it. Our Areas of Expertise Life Sciences Life Sciences We have more than seventeen years' business experience in solutions for the pharma and medical device sectors, including clinical trials. Read more Supply Chain We have experience that spans over 29 years across many industries, and we understand the many physical and digital challenges within supply chain, transport, distribution, and logistics. Read more Technology We have 19+ years of software experience, selling Enterprise SaaS, Artificial Intelligence, and Machine Learning across multiple industries. Read more Customer Portfolio For links to our portfolio of work in clinical trials, technology, data, services, and supply chain, please contact us. Thank you. Contact us Copywriting We write lots of things, including those listed below. You can choose one, two, a few, or all of them. You might need monthly blog posts, a series of articles, or a one-off white paper. We will cater to your individual needs. If you need something specific that's not listed here, get in touch and let us know; we're here to help. Case studies, 1,000-1,500 words. White papers, 2,000-3,000 words. Blog posts, varying lengths. Social media posts, up to 300 words. Sales or Customer Service email sequences. Video scripts. Guides. Contact us Editing In addition to copywriting, we offer editing services. If you have a document that has already been written that needs some work, we can help. We can check your document for spelling and grammatical errors, inconsistency, duplication and ambiguity. Recommendations will focus on producing flawless content that strikes the right chord with your target audience, increases engagement and inspires action. Contact us English as a Second Language If English is not your first language, and you need writing, proofreading or editing services, we can help. We're all native English speakers here in the Word Ferret team, and we all have experience of working with non-native English speakers. We'll help you to communicate your message effectively and avoid embarrassing misunderstandings.

Welcome to Word Ferret's terms and conditions page. Word Ferret Terms & Conditions These are the terms and conditions used by Word Ferret (collectively referred to as 'Word Ferret', 'we', 'us' or 'our') for all contracts that we undertake. To avoid any potential misunderstandings, we’ve tried to keep them as straightforward as possible. When you ask us to carry out work for you, you are agreeing to these terms and conditions. If there are any aspects of these terms and conditions that you are unclear about, please contact us. We want our clients' experience of working with us to be smooth and productive, and we'd prefer that you flag any possible issues before work on a project begins. 1. What We Need From You i. Before work can begin, the client must provide: Confirmation of the specific service required; Your acceptance of our written quotation and our terms and conditions; Confirmation that you are authorised to commission the project; Any special requirements; The proposed time frame for project completion; Settlement of any pro-forma invoice. In addition to the above, for our copywriting service the client must provide a detailed project brief. This must specify the following The type of document required (blog post, article, white paper, etc.); The target audience of the document; The tone of the document; The scope of the document; The topics/headings to be included; The size (word count) of the document; The level of research required (will all information be provided by the client?); ii. Once work has commenced, we need (from all clients): Timely responses to any communication regarding your project; Immediate notification if your requirements change. Failure to respond or notify us of any changes may negatively impact our ability to complete your project by the agreed deadline. Trackable Changes: ALL changes made to the work in progress must be trackable. If the client makes edits to the document that are not trackable, this creates additional work for us and will incur extra charges for the client. In addition to this, the length of time needed to complete work on the project will increase, which will have a negative impact upon the agreed completion date. 2. The Process For Our Copywriting Clients i. The Draft Document Based on a detailed project brief, we will produce a draft document and forward this to the client for draft approval. Draft approval must take place before editing work begins. ii. Draft Approval By approving the draft, the client is indicating that the document—in its current form and with its current contents—is in line with the project brief.* If, at this stage, the client wishes to make significant changes to the document that constitute a change to the original project brief, a new project brief and purchase order (or change order where appropriate) must be issued before work can continue. * The draft is not the finished document and will undergo editing at the next stage, but at this point the client must indicate that the structure, tone, focus, scope and size of the document are in keeping with his/her requirements. What Constitutes a Significant Change? Examples of significant changes include (but are not limited to): Tone of Voice Project brief: write a blog post aimed at a commercial audience. Change required: rewrite the document for a technical audience. A change in tone requires a complete rewrite. A complete rewrite requires a new project brief and will incur additional costs (based on the level of work required). Focus Project brief: write a white paper that focuses on the benefits associated with using a specific product/service. Structure: introduction, current problem, current analysis, current solution, conclusion. Change required: rewrite the document to focus on the events which led up to the creation of the product/service. Structure: introduction, evolution of problem, analysis of historical problem, evolution of new solution, conclusion. A change in focus requires a complete rewrite. A complete rewrite requires a new project brief and will incur additional costs (based on the level of work required). Reduction/Increase in Word Count Project brief: write a 5,000 word white paper. Change required: reduce document to 3,000 words. A dramatic reduction in word count requires a complete rewrite. A complete rewrite requires a new project brief and will incur additional costs (based on the level of work required). Please note: Our fee is based on the number of words we deliver, not the number of words published by the client. For Example: Project brief: write a 1,000 word blog post. Words delivered: 1,000 Upon delivery: client requests that we reduce word count to 500. Charge: 1,000 words + rewriting/editing cost (based on level of work involved) to reduce count to 500. Project brief: write a 3,000 word white paper. Words delivered: 3,000 words Upon delivery: client edits document to reduce or increase word count. Charge: 3,000 words. Additional Research Project brief: no research required as all information will be provided by the client. Change required: Research by us will be required. If the requirement that we carry out research was not included in the original brief, it will not have been included in our fee. Carrying out research takes time and will affect the completion date of the project; it also incurs extra cost (based on the level of work required). iii. The Editing Stage Following draft approval, editing will begin. Editing within the scope of the project brief is included in the agreed fee. The client will make suggestions for changes—word changes, sentence restructuring, deletion, addition, etc. (excluding significant changes, please see section 2. ii., ‘What Constitutes a Significant Change?’)—and we will carry out the required edits to the document. We will then return the document to the client for approval. If, after editing has begun, the client wishes to make significant changes to the document (see section 2. ii., ‘What Constitutes a Significant Change?’), a new project brief and purchase order (or change order where appropriate) must be issued before work can continue. A significant change will require a complete rewrite, and this will incur additional costs (based on the level of work required). iv. Client Input Throughout the Process Once the editing process begins, the client will be able to add comments and suggestions to the work in progress at any time using Google Docs (see Section 1. ii., 'Trackable Changes'). Editing reviews can also take place via telephone, conference call or email. v. Project Completion Date Before work begins on the project, a completion date will be agreed. It is the responsibility of the client to calculate the amount of time required for completion of processes within his/her organisation (eg., approval times) before agreeing a realistic completion date with us. We will not begin work until a project brief and purchase order have been received, and this should also be taken into account when calculating the project completion date. If a delay is experienced within the client’s organisation, the completion date will be affected. Once work has begun on the project, any significant change in the client’s requirements (see section 2. ii., ‘What Constitutes a Significant Change?’) will affect its completion date. If delays occur within the client’s organisation, but project completion is a matter of urgency, we will attempt to meet the deadline, but this will incur an additional cost. Our usual working days are Monday to Friday (excluding UK bank holidays). If required to carry out emergency work, our rush rates are: Weekend=quoted daily rate + 100%. Weekday=quoted daily rate + 50%. Meeting the original completion date is not guaranteed and will depend upon our availability at the time. It will also depend upon the client's ability to respond quickly. 3. What you can expect from us A quotation setting out the cost of your chosen service in clear terms (valid for 28 days from receipt via email); A statement of work detailing your requirements for your authorisation; Completion of any editing, proofreading, writing or other service to the high standard described within this website; Completion of your project by the deadline we have agreed with you;** Completion of your project in British English as standard (if you require US English, please let us know); Confidentiality (we are happy to sign a confidentiality agreement); *** For our copy editing clients, the re-editing of parts of your work that you have changed as a direct result of our editing and suggestions. **** ** If a delay is experienced on the client’s side, the completion date will need to be adjusted. In the unlikely event that circumstances on our side prevent completion by the agreed date, we will communicate with you as soon as possible. Word Ferret will not be held liable for any loss or damages to any party as a result of missing a deadline. *** We may, on this website or for marketing purposes, make reference to work we complete for you. Such general references will never include any personally identifiable information about you or your project unless you have given your prior permission. **** This is based on us re-editing a reasonable amount of work and is at our discretion. We will need you to highlight the changes you have made before you return your project to us. Return to us for re-editing must take place within 14 days of receipt of the copy. Further amendments will incur additional fees, for which a new quotation and statement of work will be provided. 4. Payment terms Projects costing up to £500 require payment in full before work starts. This is non-refundable. Projects costing between £501 and £2,500 require a 50% deposit prior to the commencement of work. The balance must be paid within 7 days of the submission of the final draft. A final invoice will accompany the final draft. For projects with a cost greater than £2,500, we will discuss staggered payment milestones. Late payment fees will be subject to the Late Payment of Commercial Debts (Interest) Act (1998) . We accept payment by BACS or PayPal. * We do not accept cheques/checks. * Clients are responsible for covering the additional cost of using Paypal. Paypal's current charges for domestic and international transactions can be found here . 5. International payments and fees International clients are responsible for covering all additional currency conversion fees to Word Ferret. For bank transfers to our Lloyds Bank account, the fees are as follows (correct as of 23rd September 2022): * Payment in euro received from within the UK, EEA or via SEPA Credit Transfer - no fee. All other payments up to and including £100 - the fee is £2. All other payments over £100 - the fee is £7. For PayPal, international transaction fees can be found here. Please note that international clients may be subject to additional transaction fees from their own bank or from PayPal. 6. Copyright and ownership Once the project has been completed and paid in full, the client holds the copyright to the finished work. 7. Errors Whilst we pride ourselves on our ability to provide a professional and thorough proofreading/editing/writing service, we are mere human beings and cannot guarantee that every project will be entirely free of errors. While such errors are extremely unlikely - after all, we want you to love our work and return to us time and time again - Word Ferret will not be held liable for any problems, loss or damages to any party as a result of an error occurring. 8. Disclaimer of responsibility and limitations of liability Word Ferret, its employees, contractors or associated businesses are not liable for claims for damages of any kind, including loss of revenue or profits, or for any claim made as a result of errors, omissions, mistakes or inaccuracies appearing on this website or in documents that we have edited or services that we have provided. The client is responsible for providing accurate personal information and payment details. The client is also responsible for providing accurate information regarding every aspect of the project itself. Failure to provide accurate information could result in a refusal to provide service. The client assumes all responsibility for any problems or issues resulting from the provision of false information. The client assumes all responsibility for making sure that copy submitted to Word Ferret does not contain plagiarism or infringe another party's copyright. 9. Right to refuse service Word Ferret reserves the right to refuse to proofread, edit or index any documents, or provide written material, that may be considered illegal, dangerous, unethical, or immoral. Word Ferret will not enter into any contract with any party who seeks to promote the Conservatives, Reform, or any other far-right party, organisation, or individual. 10. Cancelling work and pausing projects Word Ferret's aim is to meet or exceed your expectations. However, if you are unhappy with the direction your project has taken after work has begun, we will put every effort into addressing your concerns. If our joint efforts fail to bear fruit, and you feel the need to cancel, we will bill you for the work done to date, and we will cancel the order without prejudice. Please note that deposits are non-refundable. If the client fails to communicate with Word Ferret within 21 days of paying the deposit, the project will be cancelled automatically. If the client fails to respond in a timely manner, and that failure has a negative impact on agreed, scheduled milestones, the project will be put on hold. The project will then be rescheduled, dependent on current workload and availability. 11. Subcontracting Where appropriate, Word Ferret will subcontract proofreading and basic copy editing projects to vetted, trusted contractors. Word Ferret will remain the project and account manager for the project. 12. Disputes We will put our heart and soul into making sure that your experience with us is a pleasant one. However, in the unlikely event that a dispute arises which cannot be resolved by other means, all parties will submit any disputes arising out of or in connection with these terms to the exclusive jurisdiction of the Courts of England and Wales. 13. Contacting Word Ferret We provide a contact form, contact email address, telephone number and WhatsApp for use by individuals who wish to discuss Word Ferret or the services we provide. We will not respond to messages which do not relate directly to Word Ferret, the content of this website or the services that are offered within it. When Nezu Press is open to submissions, details and contact options will be posted on the Nezu Press page. Outside of open submission periods, we do not accept manuscripts of any sort. If you attempt to submit outside of the specified times, your work will not be read, and your name will be placed on our list of writers who do not follow guidelines, which will negatively impact our willingness to work with you in the future.. If you have any questions about any of the above, the Word Ferret team is happy to answer any questions or address any concerns. Please drop us a line at contact@wordferret.co.uk or give us a call.

Voice of the Customer (VoC) is a well-established customer feedback methodology. Learn more about VoC here. As the writer Christopher Morley once said, 'There is only one rule for being a good talker – learn to listen.' Obtaining customer feedback can give you vital insights into what your customers think of your company, product or service. But it goes beyond that. If your customers feel that they're part of the conversation, and that you value their opinions, they will be more engaged and far more receptive to your message. So, whether you're planning a marketing campaign, looking to improve your customer service, launching a new product or looking to update an old one, the first thing you need to do is open your ears wide and listen to what your customers have to say. We wrote an article all about Voice of the Customer. You can read it by clicking here. What is Voice of the Customer (VoC) or Patient Voice? Voice of the Customer (VoC) is a well-established customer feedback methodology. A good VoC initiative will help you read, hear or see how your customers really feel about your business, your products or your services, giving you insights that can help you fine-tune or even transform the customer experience. Patient Voice uses the same principles within clinical trials (where patient interviews and feedback can be anonymous) or healthcare. Download the brochure here VoC can help you to: Improve your customer/patient experience. Serve your customers/patients better. Uncover/solve current/potential problems. Improve your product. Improve your service. Improve efficiency. Improve training. Enhance your brand. Differentiate yourself. Create powerful messaging for marketing and sales. Be more competitive. Increase customer retention. Increase sales. How is VoC information gleaned? Information can be gathered from various sources, including: Live customer interviews.* Focus groups.* Customer surveys (online and in person). Emails. Feedback Forms. Social media. Word Ferret can help you with all the above by carrying out interviews* and producing the necessary written copy, email sequences, transcripts, articles, questionnaires, etc., to make your VoC campaign successful. * See The Word Ferret 'Voice' interview/focus package below. The Word Ferret 'Voice' interview/focus group package The customer interview is one of the most vital methods for gaining insight into what is important to those who use your service/product. A good interview will provide you with a solid understanding of how your customer feels about your business, products, services and support. It will provide feedback that highlights potential areas for improvement or development, flags any potential issues and may even provide ideas for new products or services. Typically these interviews are performed with one customer/patient, but they can also be carried out with multiple stakeholders in the form of a focus group. The process we follow is shown below. Our four-step process 1. Briefing To begin with, we will: Introduce you to the Word Ferret process. Discuss your requirements, goals and expectations. Agree on the best customers to contact. Agree on actions and timelines. 2. Preparation At the next stage, we will: Agree questions for your customer(s). Conduct an initial kick-off call. Acquire customer consent. Schedule the VoC call date and time. Send pre-agreed questions to your customer. 3. VoC session We will then carry out: A final pre-session call (if required). The VoC video call. Any post-session communications. Where possible, we will collect customer metrics, such as ROI data, etc., further empowering you and your business. 4. Delivery You will receive: A debriefing call to discuss the completed VoC session An original transcript or an edited version, or both. A copy of the video A biography and photo (if provided by the interviewee) Delivery of selected documents (see below for examples) Voice of the Customer sample We will conduct 1-2-1 interviews or Focus Group sessions. All sessions are carried out virtually. 1-2-1 interviews are typically 30 minutes long. Focus group sessions can be up to 4 hours long. All sessions are professionally moderated. Your subject matter experts can be involved in the sessions. Sessions are recorded (audio and video). Vivienne van de Walle, of PT and R and the Society of Clinical Research Sites (SCRS), talks about Medidata We will provide the following: Transcript Video file Biography* Profile photo * *If provided by the interviewee. Click to download the transcript We can produce any copy that you require You can then use our copy to create the items listed below.* Documents White papers Training materials Testimonials Telephone scripts Social media sequences Press releases Playbooks Leaflets Email sequences eBooks eBrochures Scripts Speeches Annual reports Video, web & user interfaces Promotional videos Training videos Web pages Help pages/guides Webinars User interfaces *Note: We create the written copy for the above, not the finished product, e.g., the final video, web page or user interface.

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With Word Ferret Connect Voice Message services, you can have this with minimum effort, and maximum impact, delivering a new experience that connects with your prospect's needs and brings them value, not just another cold reach-out. Connect VM addresses the three core challenges in lead/demand generation by building trust, enabling buyer-centric practices, and aligning with buyer behaviour. How would you like two minutes of your prospect's attention... without a scheduled meeting? Build trust and credibility through personalised, authentic, human outreach, give buyers access to expertise and information, and thoughtfully align with your buyer's journey and needs. PRICING From just £4 per prospect* *Set-up fee applies The Problem Generating new leads has become increasingly difficult during recent years. Many tried and tested outreach methods fail so often that even 5%-15% open rates for emails—these are not even sales conversion rates—are accepted as normal now. Direct messaging through social media networks is starting to go that way too, and it's harder to reach prospects by 'phone. 'Insanity is doing the same thing over and over and expecting different results.' Despite this, most people keep doing the same thing, day in, day out, because it used to work years ago, and they don't know what else to do. Information has never been more accessible to buyers than it is now. They are significantly more informed—they are spoilt for choice. And at the same time, i n an increasingly competitive marketplace, they have come to mistrust many traditional outreach methods from vendors. This has resulted in a shift in their behaviour throughout their 'buyer journey'. According to analysts and specialists, a human approach is now favoured by most buyers. The Solution Vendors need a new approach. They need Word Ferret Connect VMS. Connect VMS is a unique service that provides branded landing pages that combine personalised written and video messaging, with links/downloads for content that is relevant to the buyer. This builds trust and credibility via personalised, authentic, human outreach. It gives the buyer access to information, expertise, and case studies (if available), and it has messaging that is thoughtfully aligned with their buyer journey and needs. The service offers a unique multi-media platform for success, combined with sales and marketing operations services, professional research, and professional copywriting services. Word Ferret Connect VMS connects you with people in a human way that is meaningful to your buyers—personally, intellectually, and emotionally. For your team, it's a simple as 1-2-3 1. Preparation Tell us who you want to reach and what you want to say. We'll carry out extra research, brief you, and set up landing pages based on what you provide. 2. Record a 2-minute video You and/or your team record 2-minute video message(s). You can use the landing page as a guide to what you should say. 3. Results We'll do the rest... editing, sending, follow-ups, and CRM data entry. Responses will come straight to you. Connect VMS Sample Video Message Role play: Outreach from Now Pharma CRO to Sample Pharmaceuticals Rare Disease We serve any industry. This sample is for life sciences. We provide the presenter with prospect information and guidance as a basis for their video recording. The video is part of a landing page with personalised message and carefully selected content to match your buyer's needs. Landing pages are branded with your company logo and website style. Each landing page has a unique URL. Click below for the sample landing page Services Included with Connect VMS Research Buyer-aligned messaging Video editing Branded with your logo and website style Landing page design and creation Managed by Word Ferret Unique URL Email/LinkedIn intro text and thumbnail image Sales and marketing operations services Video messaging coaching Supercharge Connect VMS with Optional Services Professional copywriting/content Expanded professional research Network-Nurture-Connect coaching Animated logo and audio sting video intro Subtitles and transcription Audio-only feature Our four-step process Step 1 Preparation Identify your audience, voice, and messaging Research and collect prospect and market data CRM integration where necessary Create a prospect list Select content to be shared Decide where the landing pages will be hosted (on your site or our platform) Step 2 Record videos You'll record videos We will edit videos to include: Prospect content (web page, news, etc.) Lower thirds (name, job title, and company) Intro/outro screens Step 3 Outreach We will set up automated email outreach and follow up—we can manage this for you. LinkedIn or email messaging and follow up managed by yourselves—we provide guidance and full or partial message content. Step 4 Analysis & reporting Analysis and reporting is available through your own analytics if the landing page is on your website (live data). Or on-demand reporting from our platform. Choose the best service for you Pricing Connect VMS Mass Outreach A single video is sent to everyone. Best for campaigns of 500+ prospects. You're in a rush and need to send a message out to many people. Connect Mass Outreach enables you to send the same video message to as many people as you wish. Each prospect's landing page will have a unique URL. The written message below the video will be personalised at a basic level. Pricing 1st 500-1,000 prospects £5 per prospect £4 per prospect thereafter £515 set-up fee (Minimum 500 prospects) Choice of free or paid-for video hosting Professoinal copywriting service available Optional sales operations services are available from £110 Contact us Connect VMS 1-2-1 Outreach Unique videos recorded for each prospect. Best for focused outreach to key prospects - typically 50-100 but can be 100s. Minumum of 10 prospects. 1-2-1 hyper-personalised video messaging and text, landing pages, and outreach text for emails or other messaging. Your team records short messages, and then we wrap our service around the videos, delivering a hyper-personalised experience for your prospects. Pricing Video message and landing page services £155 per prospect £310 set-up fee (Minimum 10 prospects) Choice of free or paid-for video hosting Professional copywriting service available Advanced research for company data beyond personalised information needed for video messaging £129 Optional sales operations services are available from £110 Contact us Network Connect Coaching Available for any of the Connect VMS services Supercharge your outreach! We will coach you in our Network, Nurture, Convert method described above. Connect VMS is powerful but pales in comparison to applying the Network, Nurture, Convert method, especially when deployed as part of an omni-channel sales and marketing campaign. Pricing 1-2 people £2,000 3 or more people POA Contact us We can produce any copy that you require Examples White papers Training materials Testimonials Telephone scripts Social media sequences Press releases Playbooks Leaflets Email sequences Books and eBooks eBrochures Scripts Speeches Annual reports Promotional video scripts Training video scripts Web pages text Help pages/guides Webinar scripts User interface text

Word Ferret's page for frequently asked questions. Frequently Asked Questions What's the difference between proofreading and copy editing? Is your service confidential? Can I speak to someone about my requirements? What sort of information do you need from me? Which document formats do you work in? Do you edit paper documents? How long will a project take? Do you use AI for proofreading, copy editing, copywriting or indexing? Who owns the copyright? If I don't like the edits, do I have to keep them? I'm a writer and want you to edit/proofread my manuscript. Will it be painful? What if English isn't my first language? 1. What's the difference between proofreading and copy editing? A copy editor focuses on language, tone, clarity, style, flow and consistency. He/she makes sure that a document is clear and readable, that it flows well, that the language used follows the rules of standard English, and that there are no errors in grammar or spelling, or inconsistencies or omissions. Proofreading is the final stage that a document goes through, when all of the writing and editing has taken place and publication is just around the corner. A proofreader checks for errors in spelling, spacing, grammar, punctuation and formatting that were missed by the writer/editor or introduced by the publisher/printer in error. Take a look at this paragraph: Matthew stood on the porch, and watched the sun dip below the horizon. As the light fades and the temperature began to drop he shuddered and pulled his coat tight about him. There was heavy snow forecast for the morning according to the weather forecaster. He hoped that Susan would make it back home before the snow began to pour down. What the proofreader will spot: The comma placed incorrectly after ‘porch’. The extra space before 'the sun'. The typo: ‘fades’ when it should be ‘faded’. The missing comma after ‘drop’. A copy editor will also notice those errors, but he/she will also: Question the use of ‘shuddered’. Would ‘shivered’ be a better word to use? Suggest the removal of ‘according to the weather forecaster’, as it’s stating the obvious, adds nothing and makes the sentence clunky. Point out that snow doesn’t ‘pour down’. Snow falls. 2. Is your service confidential? Yes, absolutely. The nature of our work means that confidentiality is a given. We are always more than happy to sign a confidentiality agreement if you prefer. Just send us a copy for review and approval. 3. Can I speak to someone about my requirements? Yes. As a matter of fact, all of our clients have a relationship manager available to them from the outset. He/she will be available to answer any questions and address any concerns throughout the process. This is part of our service, so it does not cost you anything extra. 4. What sort of information do you need from me? In order to give you an accurate quotation, we'll need you to tell us about your project. What is it? What's the word count? Do you have any special requirements? What's your desired deadline? That sort of thing. 5. Which document formats do you work in? We work in the following formats: Apple Pages Google Docs Microsoft Word If you need to use a different format, please contact us to discuss your requirements. We will always do our very best to accommodate you. 6. Do you edit paper documents? Yes, we certainly do. Please bear in mind that there will be extra costs involved, such as the postage/courier charge for your document's safe return journey to you. 7. How long will a project take? Once we've reviewed your requirements, we will be able to provide a realistic lead time for completion. This will depend on the service chosen and the project's size and level of complexity. This will also depend on your deadline requirements. 8. Do you use AI for proofreading, copy editing, copywriting or indexing? No, we don't. In this day and age, we're all used to having spellchecker and autocomplete on our computers and smart 'phones, and they both have their place in our lives; they're fine for alerting you to an error or speeding up the process when you're posting on social media or typing a note to a friend. However, we very strongly believe that the intellectual task of proofreading, editing, writing or indexing a manuscript can only be carried out successfully by a skilled human being. 9. Who owns the copyright? Once the project has been completed and paid in full, the client holds the copyright to the finished work. 10. If I don't like the edits, do I have to keep them? No, it's entirely up to you. However, you have paid for the benefit of our expertise, so it would be a shame not to take advantage of it. 11. I'm a writer and want you to edit/proofread my manuscript. Will it be painful? Perhaps… a little. But we’re here to help, and we want the process to be as easy and painless for you as possible. Also, we always warm up our tools before we begin surgery. 12. What if English is not my first language? If English is not your first language, and you need proofreading or editing services, we can help. We're all native English speakers here in the Word Ferret team, and we all have experience of working with non-native English speakers. We'll help you to communicate your message effectively and avoid embarrassing misunderstandings. Proofreading and copyeditng? Can I speak to someone? What information do you need? EFL Do you edit paper documents? How long will a project take? Do you use AI? Who owns the copyright? If I don't like the edits? Is your service confidential? Will it be painful? Which formats?