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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

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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

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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...

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Jul 16, 2019

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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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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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May 20, 2019

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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

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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

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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 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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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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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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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 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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Apr 1, 2018

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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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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 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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