News

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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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
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
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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
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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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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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
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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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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Sep 5, 2017
News

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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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?

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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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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