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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

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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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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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Feb 26, 2019

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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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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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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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Sep 5, 2017

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Why NPS is benchmarking time and money wasting

We often hear the question what a good NPS is or what the NPS of similar branches is. One way to find out is NPS benchmarking. Benchmarking in general means...

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Mar 21, 2017

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How to associate NPS with bonuses?

In many organizations, the customer is at the centre of the business and listens to feedback, and improvements are made. Everything is aimed at creating...

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Mar 16, 2017

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Customer Experience: NPS doesn’t work for complaints, how do I resolve it?

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

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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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