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Dec 17, 2020
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NPS doesn’t work for complaints, how to resolve this?
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 your...
Read MoreOct 20, 2020
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Root Cause Analysis (RCA): get to the core of your customer's needs
When conducting research, you often need to ask many questions to your customers to get to the core of their needs. However, long questionnaires discourage...
Read MoreOct 6, 2020
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Improve online reputation? How feedback can help
Online reviews have become much more important than ever before, especially for your online reputation. When considering a product or service, (potential)...
Read MoreMay 12, 2020
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Taco’s favorite feature: Infographics
In the past year we have developed a lot of nice features that we like to share with you. This blog will learn you all about Taco’s favorite feature:...
Read MoreMay 5, 2020
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Birgit’s favorite feature: Intuitive Questionnaire Builder
In the past year we have developed a lot of nice features that we like to share with you. This blog will learn you all about Birgit’s favorite feature: the...
Read MoreApr 22, 2020
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Marieke’s favorite feature: Smart Widgets and Graphs
In the past year we have developed a lot of nice features that we like to share with you. This blog will learn you all about Marieke’s favorite feature:...
Read MoreApr 14, 2020
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Werner’s favorite feature: Multi Channel Data Collection
In the past year we have developed a lot of nice features that we like to share with you. This blog will learn you all about Werner’s favorite feature:...
Read MoreMar 31, 2020
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9 tips for a successful Customer Feedback strategy
Customer feedback is more important than ever. The voice of the customer shows if you meet your customer's expectations. In this blog we share 9 short and...
Read MoreMar 24, 2020
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Facts you didn’t know about Customer Experience
Customer Experience is gaining an ever more central role in the strategic goals of many major organizations. Does this mean that these companies have to...
Read MoreMar 17, 2020
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Esther’s favorite feature: Personalization
In the past year we have developed a lot of nice features that we like to share with you. This blog will learn you all about Esther’s favorite feature:...
Read MoreFeb 25, 2020
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Six questions about loyal customers
What are loyal customers, when is a customer loyal and what is the difference with satisfaction? We cover six questions about customer loyalty in this blog.
Read MoreFeb 4, 2020
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The relationship between organizational culture and happy customers
In our previous blog post, you learned all about measuring and improving employee satisfaction. In this post, we will discuss the culture of your...
Read MoreDec 24, 2019
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Everything you need to know about Customer Experience Management
Customer Experience Management. An increasing number of companies are aware of its importance or are in the process of doing so. But what exactly is it?...
Read MoreDec 17, 2019
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How to manage different versions of your questionnaire without losing work (video)
Whether you're doing customer research, collecting feedback from your employees or performing digital checks, you'll often want to make adjustments to your...
Read MoreDec 3, 2019
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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,...
Read MoreNov 26, 2019
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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...
Read MoreNov 19, 2019
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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...
Read MoreNov 5, 2019
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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...
Read MoreOct 29, 2019
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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...
Read MoreOct 22, 2019
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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...
Read MoreOct 15, 2019
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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...
Read MoreOct 8, 2019
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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...
Read MoreOct 1, 2019
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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...
Read MoreJul 30, 2019
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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...
Read MoreJul 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,...
Read MoreJun 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...
Read MoreApr 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...
Read MoreApr 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...
Read MoreApr 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...
Read MoreMar 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...
Read MoreMar 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...
Read MoreJan 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...
Read MoreNov 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...
Read MoreSep 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...
Read MoreSep 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...
Read MoreSep 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...
Read MoreAug 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!...
Read MoreAug 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...
Read MoreAug 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...
Read MoreAug 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...
Read MoreJul 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...
Read MoreJul 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...
Read MoreJun 14, 2018
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What is CES (Customer Effort Score)?
The Customer Effort Score (CES) is a very good instrument to measure customer loyalty. What CES is and how you can measure it, we’ll explain in this blog.
Read MoreMay 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...
Read MoreMay 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...
Read MoreApr 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...
Read MoreApr 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...
Read MoreApr 10, 2018
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Why the Voice of the Customer (VOC) is 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...
Read MoreApr 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...
Read MoreMar 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...
Read MoreSep 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...
Read MoreAug 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...
Read MoreMar 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...
Read MoreFeb 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...
Read MoreJan 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...
Read MoreSep 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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