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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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Article
Customer Support as the key to distinctiveness!
Discover why customer support is the key to organizational distinctiveness. Many companies overlook the potential of customer feedback, with 97% failing to ask about customer satisfaction. Those in the top 3% actively use feedback to enhance services, boost customer experiences, and stand out from competitors. However, processing feedback can be overwhelming. Learn how to turn feedback into actionable insights that motivate employees and drive improvement, making your customer support a distinctive asset.
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Article
From Customer Experience Management to Experience Management
In today's rapidly changing market, Customer Experience Management no longer suffices. Experience Management, with its three core pillars, is the answer. Empowered customers demand more, and the pandemic has shifted expectations. To excel, engage both customers and employees. Your organization's foundation must be solid, as even a 5% gap can harm your reputation. Experience Management, a blend of disciplines, focuses on listening and improving interactions, yielding happier customers, more engaged employees, and sustained growth.
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Article
How do you measure and improve employee satisfaction?
Discover the importance of measuring and enhancing employee satisfaction for a more productive and positive workplace. Satisfied employees are not only more creative and motivated but also provide better customer service, leading to increased customer satisfaction. Learn the difference between employee satisfaction and engagement, and explore methods for measuring satisfaction. To truly improve, implement changes at strategic, tactical, and operational levels. Continuous feedback and insights are key to success in creating a satisfied and engaged workforce.
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Article
Total Quality Management, what is it and how does it become a success?
Discover Total Quality Management (TQM), a methodology aimed at improving business processes and achieving customer loyalty. Learn about its origin, its broader perspective compared to traditional quality management, and the similarities it shares with Experience Management. Explore the key conditions for successful TQM implementation, including the need for data-driven decision-making, continuous improvement, and customer feedback. Find out how CYS software can help in achieving quality improvements and customer satisfaction.
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Article
Everything you need to know about ISO and quality management
Quality management is vital in today's business landscape, and ISO certification is a well-known benchmark. This blog explores the fundamentals of quality management, the relationship between ISO and quality, and how CYS can help streamline your quality management system. Whether you're looking to understand ISO or enhance your quality processes, this blog provides valuable insights. Stay tuned for part 2, where we delve into automated ISO checklists.
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Article
9 tips to use customer feedback successfully
Discover 9 practical tips for harnessing the power of customer feedback to enhance your customer-centric approach. Learn how to choose the right Key Performance Indicators (KPIs), create concise questionnaires, leverage existing data, and prioritize improvements. Find out why it's essential to focus on both positive and negative feedback, engage employees in the process, and collect feedback continuously. Embrace the voice of the customer to drive your organization towards customer-centric excellence.
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Article
The right feedback tool? Five tips to pay attention to
The right feedback tool is essential for effective feedback analysis and improvements in customer satisfaction and employee engagement. This blog shares five tips for selecting the right solution. Look for a tool that integrates feedback from customers, employees and business results, enables data management yourself, automatically converts feedback into points for improvement, provides access to current insights and presents information in a visually appealing way. Avoid boring tables and graphs to keep the data alive within your organization.
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Article
CSAT, what exactly is it and how do you use it?
Discover Customer Satisfaction Score (CSAT), a valuable metric for measuring customer satisfaction. Learn how CSAT provides insights into specific aspects of products or services and how to calculate it using a 1 to 10 scale. Understand its applicability in situations where the Net Promoter Score isn't suitable. Keep in mind cultural influences on CSAT scores when interpreting results and explore its practical applications, including its integration with other key performance indicators like NPS and CES.
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