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Dec 17, 2020
News
NPS doesn’t work for complaints, how to resolve this?
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 your...
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Nov 17, 2020
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How to create an effective online survey
Online surveys help you to do research and gather feedback. What are different types of surveys, how to create a short and effective survey, and what to...
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Oct 20, 2020
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Root Cause Analysis (RCA): get to the core of your customer's needs
When conducting research, you often need to ask many questions to your customers to get to the core of their needs. However, long questionnaires discourage...
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Oct 6, 2020
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Improve online reputation? How feedback can help
Online reviews have become much more important than ever before, especially for your online reputation. When considering a product or service, (potential)...
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Jul 21, 2020
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This is what an effective customer satisfaction survey looks like
Measuring customer satisfaction provides insight into the extent to which you meet your customers' expectations. Very important for organizations that want...
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May 5, 2020
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Birgit’s favorite feature: Intuitive Questionnaire Builder
In the past year we have developed a lot of nice features that we like to share with you. This blog will learn you all about Birgit’s favorite feature: the...
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Apr 14, 2020
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Werner’s favorite feature: Multi Channel Data Collection
In the past year we have developed a lot of nice features that we like to share with you. This blog will learn you all about Werner’s favorite feature:...
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Apr 2, 2020
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Mieke’s favorite feature: Video, audio and photo support
In the past year we have developed a lot of nice features that we like to share with you. This blog will learn you all about Mieke’s favorite CYS feature:...
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Mar 31, 2020
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9 tips for a successful Customer Feedback strategy
Customer feedback is more important than ever. The voice of the customer shows if you meet your customer's expectations. In this blog we share 9 short and...
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Mar 24, 2020
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Facts you didn’t know about Customer Experience
Customer Experience is gaining an ever more central role in the strategic goals of many major organizations. Does this mean that these companies have to...
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Mar 17, 2020
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Esther’s favorite feature: Personalization
In the past year we have developed a lot of nice features that we like to share with you. This blog will learn you all about Esther’s favorite feature:...
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Mar 3, 2020
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The ultimate guide to customer satisfaction
In this blog, you can learn all about customer satisfaction and how to measure this. And we give you four tips for increasing it. Think of this blog as 'the...
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Dec 17, 2019
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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...
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Dec 3, 2019
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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,...
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Nov 26, 2019
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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...
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Nov 19, 2019
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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...
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Nov 5, 2019
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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...
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Oct 29, 2019
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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...
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Oct 22, 2019
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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...
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Oct 15, 2019
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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...
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Oct 8, 2019
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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...
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Oct 1, 2019
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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...
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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 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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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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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)?
The Customer Effort Score (CES) is a very good instrument to measure customer loyalty. What CES is and how you can measure it, we’ll explain in this blog.
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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 the Voice of the Customer (VOC) is 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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