Bringing Customer Experience to life

The experience you offer your customers on a day-to-day basis is the key to success. If you make life easy and bring a smile to every face, you will have a competitive advantage that will be hard to beat. In order to get it, you must combine NPS with emotion, analysis with feedback and information with action. Easier said than done? CYS offers you smart solutions and user-friendly tools and apps to measure, track and manage customer experience. Bring that smile to every face and experience the power of enthusiasm!

Think in solutions

Enthusiastic customers are at the heart of every successful organization. We believe in sincerely listening to your customers and acting upon their advice. Combined with our drive for innovation and result oriented approach, we offer the best possible solution to make your organization 100% customer centric.

Have detailed insight 24/7 for effective CX Management

Traditional satisfaction surveys can contribute to customer Insight in many different ways, but are not suitable as input for effective Customer Experience Management. Customer-centricity requires a detailed understanding of customer opinion at every stage of the customer journey and for every cross section of an organization. CYS CX solutions offers just that, for the same price or less as traditional research.

Short, powerful, customer friendly questionnaires

Daily customer feedback is the basis for effective customer experience management. CYS has based its feedback questions on years of experience and has created a modern feedback survey based on one, short, powerful questionnaire. The four base questions are easy to fill in, result in high response levels and provide immediate input for concrete, targeted Customer Experience improvement programs.

Turn big data into smart data by linking feedback to customer data

Many organizations are aware of their company-wide NPS. In practice however, such a single NPS is poor input for effective, targeted Customer Experience Management. Can Sales and Complaints really have the same starting point? CYS CX Solutions links the results to your existing customer data, thereby providing you with a unique understanding of the performance of each individual part of your organization.

Support of well-known metrics like NPS, CES and CSAT

Many organizations link all of their customer feedback to one main KPI like NPS. We know from experience that one and the same KPI does not always provide conclusive insight for all parts of the customer journey. CYS accommodates the use of different KPI’s for different processes, without losing sight of the bigger picture.

Root Cause Analysis: only 4 questions and a wealth of information

In traditional market research, many questions are needed to gain an in-depth understanding of customer needs. This puts many customers off. CYS CX Solutions only asks 4 short, powerful questions and links the results your existing customer data. When the unique CYS “root cause analysis” is then applied to the combined data, the insight will surpass your expectation. Seeing is believing!

Storytelling: use the power of emotion

The power of open questions is often underestimated. The long, open answers can be difficult to analyze, whereas a simple metric is easy to report and track. A metric, however, does not provide you with any insight into how to improve it. It is exactly the open answers of your customers that give you a deep understanding of the customer experience and related emotion.

All relevant CX information in one all-encompassing platform

The CYS reporting platform pulls together all the information required to actively manage and improve the customer experience. KPI tracking, comparisons, rankings, priorities, driver analysis, customer stories, all of these and more can be found back in personalized dashboards, push reports and mobile apps. Of course the system will give each individual only the information that is relevant to them.

Immediate, actionable, feedback based management information

By 24/7 turning customer feedback into actionable, relevant management information for different levels of the organization, CYS CX Solutions provides you with optimal support for active customer experience management. On top of that, we can guide you in your choice of KPI, the content of your root-cause categories, the setup of your personalized dashboards or the fine tuning of the ticket system.

Improve your online image

Organizations are faced with many different review websites and social media platforms, all accessible for anyone who wants to ventilate an opinion. The different reviews (positive and negative) are spread over multiple platforms, which makes it difficult for any organization to stand out. CYS CX Solutions gives you control over the flow to all these platforms, allowing an almost instant improvement of your online image.

Success Stories

Start People Linda Zomer

Start People is one of the biggest HR service providers in the Netherlands. It strives to add value during all phases of an individual's working life; when you are looking for your first job, when you are trying to find the right study for further development of if you need support to get back into the labor market.

Oogwereld Will Tops

Oogwereld is a group of cooperating opticians who position themselves in the top segment of eye fashion and eye care. When quality is your main differentiator, it is of crucial importance to consistently deliver that high level of quality and to not drop the ball even once.

Carglass Josh Titulaer

Carglass is the expert in the Netherlands when it comes to replacing and repairing car windows. Next to that, around 10% of Carglass service centers, now also repair small car damages.

Bruynzeel Keukens Koen Muijs

Bruynzeel refers to its promoters, customers who score a 9 or 10 on the NPS question, as its ambassadors. “It is our ultimate goal, to make all our customers ambassadors of Bruynzeel Kitchens,” Koen explains. The idea is, that promoters recommend you to their friends and acquaintances.

PGGM Josine Poley

Research can be so much more than an Excel sheet with numbers. How can you ensure that it comes to live in your organization? Josine Poley, market research at PGGM, shares her experience from their customer service department, where research transformed from an obligation to something that generates enthusiasm amongst employees.

Tours & Tickets Mike Bruijns

CFM develops their CX software with impressive speed and quality. The features offered are continuously getting better and are adjusted to the needs of CFM’s clients.

Features

Bring the Customer Journey to life. Discover the strengths and weaknesses of every single touchpoint and learn how to give your customers an experience that sparks their enthusiasm. CYS offers smart features that provide both management and individual employees with the understanding of how to create truly enthusiastic and loyal customers.

Big data

Big Data is hot and highly relevant. CYS develops tools and features that aim to make Big Data work for you on a day-to-day basis. Our down to earth approach ensures you make maximum impact with minimum effort.

Feedback & Social

Collecting customer feedback is at the base of any CX program and CYS has developed that base to perfection. Use this feedback not only to improve loyalty, but also to enrich your social channels.

Share CX

Customer centric DNA should never be limited to one department. Our innovative dashboards and apps make sure that all relevant staff can share in the customer experience and thus can contribute to the customer orientation of your company.

Feedback Analysis

It can be a challenge to turn feedback into action. How do you decide which measures will truly improve the customer experience and enhance loyalty? CYS’s smart analysis and reporting features will point you in the right direction by offering tailor-made insight to all levels of your organization. Results will show in months, not years!

Security

Your customers are your most valuable asset, so treat them well. Thanks to automated and secured data streams (SFTP, FTPS), SSL security certificates, IP security and strong passwords, your customer data are safe with CYS.

ALL FEATURES