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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 2, 2019
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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
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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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Apr 30, 2019
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Customer experience: how do you make the step from measuring to improving?
In the previous blog we extensively discussed the conditions for a successful Voice of Customer and Voice of Employee program. By implementing improvements...
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Apr 23, 2019
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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
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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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Mar 26, 2019
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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
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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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Jan 29, 2019
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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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Nov 6, 2018
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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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Sep 18, 2018
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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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Mar 20, 2018
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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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