News
Dec 17, 2019
News
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 More
Dec 3, 2019
News
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 More
Nov 26, 2019
News
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 More
Nov 19, 2019
News
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 More
Nov 5, 2019
News
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 More
Oct 29, 2019
News
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 More
Oct 22, 2019
News
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 More
Oct 15, 2019
News
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 More
Oct 8, 2019
News
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 More
Oct 1, 2019
News
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 More
Aug 13, 2019
News
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,...
Read More
Jul 16, 2019
News
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....
Read More
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,...
Read More
Jun 27, 2019
News
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 More
May 20, 2019
News
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...
Read More
May 14, 2019
News
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...
Read More
May 7, 2019
News
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...
Read More
Apr 30, 2019
News
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 More
Apr 23, 2019
News
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 More
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...
Read More
Mar 12, 2019
News
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 More
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...
Read More
Nov 6, 2018
News
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 More
Aug 7, 2018
News
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 More
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...
Read More
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...
Read More
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...
Read More
May 3, 2018
News
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 More
Apr 26, 2018
News
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 More
Apr 19, 2018
News
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 More
Apr 10, 2018
News
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...
Read More
Apr 3, 2018
News
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 More
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...
Read More
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...
Read More