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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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Jul 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,...
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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 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...
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Apr 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...
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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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Nov 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...
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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 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...
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Apr 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...
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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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Apr 10, 2018
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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...
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Apr 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...
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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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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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