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Inspire each other, share knowledge and connect people. We are happy to contribute to this with our blogs. Read our ebooks and whitepapers full of tips and practical examples. We have also created wiki pages to help you get started.
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Customer Experience Management
CYS
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Article
Root Cause Analysis: get to the core of your customer needs
Discover the power of Root Cause Analysis (RCA) in understanding customer needs. CYS offers an effective method based on RCA to delve into what truly drives your customers. Uncover the real issues behind satisfaction and loyalty, and take targeted actions. This method is not just limited to customers but can be applied to employees or any target group. Learn how RCA works with CYS software and its potential to revolutionize your understanding of customer satisfaction.
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Article
Improve online reputation? How feedback can help
In today's digital landscape, online reviews wield immense influence over your business. Customers and potential employees turn to these reviews to form opinions. But managing your online reputation can be a challenge. This blog explores the vital role of online reviews and offers strategies to take control. Learn how to leverage customer and employee feedback to enhance your online standing, build trust, and drive growth.
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Article
Why is the NPS (Net Promoter Score) so important?
The Net Promoter Score (NPS) is a crucial metric in marketing, indicating customer recommendation behavior and loyalty. Developed in 2003, it measures recommendation intent on an 11-point scale. A score above 20 signifies reasonably loyal customers, while below 0 indicates fewer loyal customers. A perfect score of +100 means every respondent is a promoter. Understanding NPS is essential, but its true value lies in its practical applications, which you can explore further by downloading our white paper.
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Article
CYS’s handling of AVG / GDPR within customer feedback
In the realm of Customer Experience, customer loyalty is paramount. Understanding how customer experiences impact loyalty is crucial. This article delves into the significance of the General Data Protection Regulation (GDPR) or its Dutch counterpart, Algemene Verordening Gegevensbescherming (AVG), in handling customer feedback. It outlines the six fundamental principles of data processing and highlights the positive implications of GDPR compliance. Additionally, it explores the Customer Effort Score (CES) and its predictive value in enhancing customer relationships.
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Article
What is CES (Customer Effort Score)?
The Customer Effort Score (CES) is a vital customer-centric metric developed by Matthew Dixon, Karen Freeman, and Nicholas Toman. It measures the ease with which customers can get their questions or problems resolved by an organization. The CES, expressed as a numerical score between -100 and +100, predicts future customer behaviour. A Harvard study found that customers with low effort scores were more likely to stay loyal and spend more, while high-effort experiences resulted in negative perceptions of the organization. Measuring CES with CYS software is a key step in improving customer satisfaction.
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Article
How do you measure Voice of the Customer? CES (Customer Effort Score) and CSAT (Customer Satisfaction Score)
Discover how to measure the Voice of the Customer with essential CX KPIs: CES (Customer Effort Score) and CSAT (Customer Satisfaction Score). While NPS (Net Promoter Score) offers insights, CES delves into customer effort, and CSAT gauges satisfaction. Learn how these KPIs impact loyalty, ease of service, and short-term satisfaction. Uncover their predictive value and their role in enhancing customer experiences, employee engagement, and organisational success.
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Article
Offer the best service #7: Complaint as a force – 5 tips
Learn how to transform customer complaints into positive experiences with five essential tips. Enhance your customer experience by addressing negative feedback promptly and effectively. Neglecting complaints is not an option; instead, strive for speedy and efficient resolutions. Research highlights that swift complaint resolution significantly impacts customer satisfaction, with 82% of respondents affirming its importance. Positive handling of complaints can lead to enthusiastic customer endorsements. This article offers five valuable strategies, from showing empathy to proactively engaging with complainants, ensuring your customers feel heard and appreciated, ultimately boosting your customer experience.
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Article
Delivering the best service #6: Improve your online reputation
In this sixth blog of our series on delivering top-notch service, we explore the significance of your online reputation. As customers increasingly share experiences on social media and review platforms, your brand's image is at stake. Positive feedback and reviews enhance your online presence, while negative ones can harm it. Discover how to shape your online reputation by addressing complaints, encouraging satisfied customers to share their experiences, and ensuring search engine results showcase your brand positively. Learn the importance of managing customer perception in today's digital landscape.
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Article
Delivering the best service #5: Greater turnover through focusing on customer experience
In blog #5 of our 'Offering the best service' series, we explore how focusing on customer experience can boost turnover. By exceeding customer expectations, your company gains enthusiastic advocates who bring in new business and spend more. Neglecting customer satisfaction can lead to negative reviews and trust issues. Additionally, consulting unsatisfied customers can reduce churn. Moreover, offering the best service not only enhances customer loyalty but also lowers costs, making it a worthwhile investment. Download our 'Ten benefits of optimizing your #service' to learn more.
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