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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
Voice of the Customer
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Article
Customer Experience: encourage dialogue on empathy and emotions
In the world of customer feedback and experience, emotions are a powerful tool. Emotions contribute to customer loyalty and don't signify the end of professionalism. Leaders and CX professionals must set a good example by showing empathy and emotions. Listening to customers isn't just about scores; it's about genuinely listening to their story and responding in a humane way. Emotions are becoming increasingly important in customer feedback and the personalisation of customer experience. Every customer deserves a unique approach tailored to their emotions and needs.
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Article
How employee engagement and customer experience are connected to each other
In the pursuit of customer-centric excellence, organizations often overlook the vital role of employee engagement. This article highlights the strong connection between employee satisfaction and customer happiness. By combining the voices of both customers and employees, businesses can achieve better results and drive growth. Discover why measuring these experiences is essential for improvement and why a focus on employee engagement is key to delivering outstanding customer experiences.
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Article
How Human Resources can contribute to the ultimate customer experience
In a customer-centric world, employee behaviour significantly influences customer experiences. Human Resources (HR) plays a pivotal role in this dynamic. To create the ultimate customer experience, HR must carefully select employees who understand customer expectations and empathize with their needs. It's not just about hiring; it's about fostering a culture where every staff member, regardless of their role, prioritizes customer satisfaction. A customer-centric philosophy relies on engaged employees who are committed to enhancing the customer journey.
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Article
Customer Feedback: An important step in the Customer Journey
Customer feedback plays a pivotal role in the customer journey. Crafting effective questionnaires is essential for meaningful insights. To ensure accuracy, rely on proven research methods and collaborate with specialists. Utilize internal data wisely to avoid redundant questions. Enhance the questionnaire's appeal with an attractive design. Keep it concise, with CYS advocating a maximum of four questions. Make questionnaires future-proof and responsive for diverse devices. Tailor feedback to different stakeholders, and prioritize a positive customer experience throughout the journey. Request a demo and explore our free e-book for more insights.
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Article
Customer Satisfaction – CSAT Score: another important measurement in customer experience
In the realm of customer experience, alongside NPS and CES, the Customer Satisfaction Score (CSAT) emerges as a vital performance indicator. This article delves into the essence of CSAT, a widely-used and straightforward survey method for gauging customer satisfaction. Discover what CSAT, or Customer Satisfaction Score, can offer in enhancing your customer experience management. From its definition to measurement and application, explore the world of CSAT.
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Article
Why should you use several cx KPI’s at the same process?
Discover why using multiple customer experience (CX) Key Performance Indicators (KPIs) is crucial for enhancing organizational processes. Learn about essential CX metrics like NPS, CES, and CSAT. We explore the benefits of employing a variety of KPIs rather than relying on a single central metric. Practical examples illustrate how different KPIs can be applied in distinct situations. By understanding customer journeys and conducting driver analyses, you can effectively deploy the most suitable KPIs to measure and improve your organization's performance.
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Article
When do I use which research method to measure customer experience?
Discover when to employ CSAT, NPS, or CES to gauge customer experience effectively. CSAT measures satisfaction, ideal for specific products or services. NPS focuses on loyalty, revealing insights beyond the score. CES evaluates ease of service access, crucial for customer happiness. Combine these KPIs for comprehensive customer experience management. However, remember that feedback may not always align with your survey's focus. Explore real-life examples in our free e-book for a successful CX program.
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Article
Nine tips from CYS how to successfully use the Voice of the Customer
Unlock the Power of Customer Feedback with 9 Expert Tips from CYS. Our article offers 9 practical tips for leveraging customer feedback effectively, from precise inquiries and KPI selection to streamlined surveys and employee engagement. Uncover the potential of VoC and its transformative impact on customer-centricity. Contact us for a consultation and enhance your customer focus today!
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Article
How to implement the Voice of the Customer into your organization?
Learn to harness the Voice of the Customer (VoC) for your business success. Discover the significance of NPS, CES, and CSAT metrics. This article delves into implementing VoC effectively, from collecting feedback to strategic decision-making. Explore three key levels: one-on-one follow-ups, operational insights, and strategic analysis. Transform complaints into opportunities for sublime customer service. Adapt processes based on feedback data and achieve a more customer-centric organization. Embrace change and empower your employees with VoC insights.
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