News

Dec 3, 2019

News

Creating a survey? A piece of cake with CYS (video)

You want to create a questionnaire? Or set up an audit or checklist? It obviously has to look professional and fit in with your research method and company,...

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Nov 26, 2019

News

How to boost the response rate of your survey with personalization (video)

Personalization is more important than ever today, including in your research. If you don't personalize your survey, your respondents won't feel addressed...

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Nov 19, 2019

News

Measuring NPS like a boss with these 7 features

Achieve success with NPS part 7 of 7

In part 7 of the 7-part blog series about NPS, our specialist Mark Schepers discusses how to measure NPS like a pro...

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Nov 12, 2019

News

CYS wins FD Gazellen award for the third time in a row

Once again, CYS is one of the fastest growing companies in the Netherlands. Now, for the third time in a row, we have received this prestigious...

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Nov 5, 2019

News

NPS research: Avoid these pitfalls

Achieve success with NPS part 6 of 7

In part 6 of the 7-part blog series about NPS, our specialist Mark Schepers discusses which five pitfalls you should...

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Oct 29, 2019

News

Give NPS-results the credits they deserve

Achieve success with NPS part 5 of 7

In part 5 of the 7-part blog series about NPS, you can read how to fully embrace the NPS in your organization. Our...

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Oct 22, 2019

News

How to improve NPS? 5 Tips (video)

Achieve success with NPS part 4 of 7

In part 4 of the 7-part blog series on NPS, our specialist Mark Schepers shares 5 tips for increasing NPS results. Mark...

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Oct 15, 2019

News

Make the leap from measuring to improving NPS

Achieve success with NPS part 3 of 7

We interview our specialist Mark Schepers in part 3 of the 7-part blog series about NPS. He explains how, based on your...

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Oct 8, 2019

News

How to increase your NPS email response rate

Achieve success with NPS part 2 of 7

Part 2 of the 7-part blog series on NPS, explains how to increase your NPS email response rate. Our specialist Mark...

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Oct 1, 2019

News

How to setup an NPS questionnaire?

Achieve success with NPS part 1 of 7

This is part 1 of the 7-part blog series about NPS. In this part, you will read how to setup an NPS questionnaire. Our...

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Sep 24, 2019

News

Improve your quality system with the software of CYS

Organizations can be struggling with an overload of quality measurements, which may be difficult to convert into real improvements. How do you involve the...

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Sep 17, 2019

News

Got your quality system in order? Checklist part 2: activating and motivating

How is your quality system set up? This blog discusses part two of our checklist. How to activate and motivate your organization to improve quality together?

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Sep 10, 2019

News

Got your quality system in order? Checklist part 1: measuring and analyzing

How is your quality system currently set up? This blog links to the first part of our checklist. After answering those questions, you will have a good idea...

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Sep 3, 2019

News

Conditions for structural quality improvements

This blog post will introduce two important conditions for successfully improving your quality. The quality manager is not solely responsible for monitoring...

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Aug 27, 2019

News

Quality management as part of Experience Management

In this blog post, you will read more about what Experience Management demands from your Quality Management System. Separate measurements and improvement...

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Aug 20, 2019

News

How feedback of customers and employees contributes to improved quality

Why do you measure customer and employee satisfaction? Especially to comply with ISO certification and other quality standards? A missed opportunity! This...

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Aug 13, 2019

News

Customer research vs. Customer feedback, what is the difference?

Annual customer surveys provide a lot of beneficial insight for the long term, however, if you are looking to respond directly to the need of customers,...

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Jul 30, 2019

News

A good feedback tool? Five tips to pay attention to

If you're looking to gain insight into customer satisfaction, or you are looking to measure employee engagement, a good feedback tool is indispensable. In...

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Jul 16, 2019

News

CSAT, what is it exactly and how do you use it?

How do you as an organization find out when a customer is really enthusiastic, satisfied or loyal? There are various proven methods to measure this....

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Jul 2, 2019

News

Customer experience, how to involve the rest of the organization?

In May and June we organized the knowledge session 'A successful CX program - from measurement to improvement' twice, with the success story of Carglass,...

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Jun 27, 2019

News

How to calculate NPS?

There are various options for making Customer Experience concrete and measuring it, for example in the form of enthusiasm, loyalty and satisfaction. Three...

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Jun 25, 2019

News

Increase employee engagement based on research? 10 tips

By listening to the Voice of Employee you know exactly which buttons to turn to increase employee engagement and create a customer-oriented organizational...

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Jun 18, 2019

News

Listening to the Voice of Employee, how?

Measuring is knowing, but how do you actually measure if your employees have passion for their job? How do you ask them if they feel involved in the...

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Jun 11, 2019

News

The most important conditions for improving employee engagement

The world of HR is changing rapidly and has many challenges. Are employees feeling good about themselves? Are they happy and going to work full of energy...

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Jun 4, 2019

News

Increase employee engagement? Discover the effect of positive psychology

Organizations with a customer-oriented culture that know exactly how to charge their employees' batteries have a big head start. They know how to attract...

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May 20, 2019

News

Take the step from measuring to improving and create more loyal customers and committed employees

As a customer-oriented organization it is important that you investigate what customers and employees think about your organization. Insight into what...

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May 14, 2019

News

Conditions for creating a customer-oriented organization

What is the use of data and insights if nothing is done with it at an operational and strategic level? And what do those insights deliver and manage on the...

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May 7, 2019

News

Focus on Experience Management and create a customer-oriented organization

Every organization constantly strives for a long-term relationship and enthusiastic customers and employees. But how do you get the right insights to tackle...

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Apr 23, 2019

News

Conditions for a successful Voice of Customer and Voice of Employee program

Bringing the customer experience to life and increasing employee engagement as part of Experience Management remains a major challenge for many...

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Apr 16, 2019

News

The advance of Customer Experience Management to Experience Management

Do you want to be ahead of your competitors by offering the ultimate experience to your customers? That case, it is important that you do not only listen to...

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Apr 9, 2019

News

New strategy and new website for CYS

We are proud to announce our new website! A new website that fully matches our new view on experience and our new strategy. Over the past fifteen years, CYS...

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Mar 26, 2019

News

Ten tips for working with CES (Customer Effort Score)

The Customer Effort Score (CES) is a customer focused KPI that tells you something about how your customer experiences your services. CES is best used to...

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Mar 12, 2019

News

Realistic goals and targets for customer feedback

Creating a meaningful relationship between general business objectives, customer needs and customer feedback is a major challenge for many customer-driven...

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Feb 26, 2019

News

Which KPI for customer feedback?

Listening to the stories of your customers and put their importance first. That is where the focus lies for customer-oriented organizations and their entire...

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Jan 29, 2019

News

Measuring employee engagement in a customer-oriented culture

Committed and customer-oriented employees are the basis for a good experience. But as you have read in the previous blog, finding and motivating employees...

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Jan 15, 2019

News

Employee engagement: the developments and challenges

You know that your customers are important and you know that you have to meet their expectations by listening to them. But do not forget those who make...

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Nov 19, 2018

News

CYS obtains ISO 27001 Certification for Information Security

We are very proud to announce that CYS has officially obtained the ISO 27001 Certification, the worldwide standard for Information Security. A confirmation...

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Nov 6, 2018

News

Why customer focus is not enough for optimal customer experience

Imagine that a hotel has beautiful rooms in a great location for a good price, but at the reception you find only grumpy employees. Or the hotel employees...

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Oct 30, 2018

News

CYS and Cider offer a digital audit solution for the healthcare sector

In close collaboration, Cider (Centre for Infectious Disease Expertise and Research) and CYS offer a user-friendly technical solution for the healthcare...

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Oct 23, 2018

News

CYS wins FD Gazellen award again

For the second time in a row CYS is one of the fastest growing companies in the Netherlands. This year we receive the FD Gazellen Award for the second year...

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Oct 16, 2018

News

How CYS cooperates in reducing antibiotic resistance

The biggest insidious problem of our society, antibiotic resistance (according to the World Health Organization), is being tackled integrally by 9...

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Sep 25, 2018

News

How CYS works to improve employee engagement

Enthusiastic employees yield enthusiastic customers. Ever more organizations recognize the importance of improving employee engagement. So, does CYS. In...

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Sep 18, 2018

News

Increasing employee engagement to work in a more customer-oriented way

Customer-centricity comprises not only business processes, but also the culture within the organization. Customer-centricity is an approach that adds...

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Sep 11, 2018

News

Being customer-oriented: what does it yield?

To stay ahead of the competition, improving customer experience is a matter of utmost importance for many organizations. Yet most managers and management...

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Sep 4, 2018

News

Three tips for critically reviewing your Customer Experience Management system

Many organizations collect feedback from customers, and acquire a lot of data from this feedback as well as from other sources. Converting this data to...

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Aug 28, 2018

News

Customer Experience: encourage dialogue on empathy and emotions

Emotions; some organisations may fear them. Recognition of emotions can be considered unprofessional, or as a sign of weakness. This attitude is incorrect!...

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Aug 21, 2018

News

How employee engagement and customer experience are connected to each other

When we think about an organization becoming customer-centric, we generally think about different ways to satisfy our customers through a better...

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Aug 7, 2018

News

Allianz: managers bring customer insights to life at employee level

Allianz is a global organization with over 175,000 employees. The company offers a variety of products and financial services, as well as insurances and...

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Aug 2, 2018

News

What is NPS (Net Promoter Score)?

How do you find out, as an organization, when your customers are truly enthusiastic? How do you measure the results and determine the right customer centric...

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Jul 24, 2018

News

How an organization like Carglass facilitates employees to work more customer oriented

The importance of effective customer orientation is known to every organization. But how can you involve your employees in this process? The successful...

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Jul 19, 2018

News

Customer Feedback: an important step in the Customer Journey

Collecting customer feedback is an important step in the customer journey! You don't have to be an expert to understand that a proper questionnaire is key...

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Jun 14, 2018

News

What is CES (Customer Effort Score)?

One of the most widely used methods for loyalty research is to ask the ‘recommendation question’, which results in the Net Promoter Score. Next to the...

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May 22, 2018

News

9 tips from CYS how to successfully deploy the Voice of the Customer

The Voice of the Customer has been the main subject in our blogs. What is the Voice of the Customer, why is it so important, how to measure VoC and how to...

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May 16, 2018

News

GDPR and customer feedback at CYS

The talk of the town: the new data privacy legislation GDPR (General Data Protection Regulation) that will be enforced from 25 May 2018. Do we expect a big...

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May 3, 2018

News

How to implement the Voice of the Customer (VOC) into your organization?

The opportunity for a distinctive business lies in offering optimal service and customer experience. Insight into customer feedback is necessary and KPI’s...

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Apr 26, 2018

News

How to measure the Voice of the Customer (VOC)? Part 2: CES (Customer Effort Score) and CSAT (Customer Satisfaction Score)

Now you know more about the importance of using KPI’s such as NPS (Net Promoter Score) when collecting the Voice of the Customer, we will explain two other...

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Apr 19, 2018

News

How to measure the Voice of the Customer (VOC)? Part 1: Net Promoter Score (NPS)

Let the Voice of the Customer be the guiding principle for your organization! By using metrics like NPS, CES and CSAT you can make VOC more tangible. In...

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Apr 10, 2018

News

Why is the Voice of the Customer (VOC) for your organization more important than ever?

For years price, product and quality were most important. Organizations didn’t even think of their customer needs. Nowadays the Voice of the Customer is...

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Apr 3, 2018

News

What is the Voice of the Customer (VOC)?

The Voice of the Customer; you can’t ignore it any longer! It’s not only about price or product anymore. The customer is more important than ever, just as...

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Apr 1, 2018

News

PGGM brings research to life

Research can be so much more than an Excel sheet with numbers. How can you bring research to life in your organization? Josine Poley, market research at...

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Mar 20, 2018

News

Miele and the role of the Miele Experience Center in the customer journey

The 8th of March, 2018, more than two hundred visitors gathered to listen to inspirational stories from Patricia Slootjes (Director of Marketing Miele...

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Sep 5, 2017

News

Why NPS benchmarking wastes time and money

We are often asked what a good Net Promoter Score (NPS) is or what the NPS is of companies in similar branches. One way to find out is through NPS...

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Aug 15, 2017

News

Customer Experience: Pleasure or Pain?

With Customer Experience gaining an ever more central role in the strategic goals of many major organizations, it is relevant to revisit a concept posed by...

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Aug 1, 2017

News

Five tips to increase the response to your feedback request

If it is your aim to increase the customer centricity of your organization, collecting feedback is of key importance. While collecting feedback, you want...

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Mar 21, 2017

News

How to associate NPS with bonuses?

Many organizations are customer-focused, listen to feedback, and subsequently improvements are made. Everything is aimed at creating enthusiastic and loyal...

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Mar 16, 2017

News

Customer Experience: NPS doesn’t work for complaints, how to resolve this?

In order to make your company truly customer-centric, you have to decide for once and for all that you want to give your customers a central position within...

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Feb 21, 2017

News

Customer Satisfaction (CSAT): another important measurement in customer experience

Next to NPS and CES, you can consider using the CSAT score as a key performance indicator of your customer experience management. What is CSAT exactly and...

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Jan 11, 2017

News

Every customer could be a promoter

Net Promoter Score (NPS) is a great tool for measuring customer loyalty. A tool which, however, is only effective and useful when used in the right way. To...

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Sep 23, 2016

News

Loyal or satisfied: what is the difference?

Loyalty or satisfaction. These terms are often confused. Are you loyal when you are satisfied or is it the other way around? We give an explanation in this...

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Sep 23, 2016

News

Why is the NPS (Net Promoter Score) so important?

In marketing, the NPS-score is a common term. But what exactly is the Net Promoter Score (NPS)?

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