All knowledge from CYS Group

Learn how to set up effective online surveys for valuable insights. Understand the different types of research, from customer feedback to employee engagement. Discover tips for creating engaging surveys, such as using proven methods, keeping surveys concise, and asking the question 'why'. Find the right online survey tool with predefined questionnaires and analysis capabilities. Discover CYS software for creating responsive surveys tailored to your needs.

Discover the power of Root Cause Analysis (RCA) in understanding customer needs. CYS offers an effective method based on RCA to delve into what truly drives your customers. Discover the real problems behind satisfaction and loyalty and take targeted action. This method is not limited to customers but can be applied to employees or any target group. Discover how RCA works with CYS software and its potential to revolutionize your understanding of customer satisfaction.

In today's digital landscape, online reviews have a huge impact on your business. Customers and potential employees use these reviews to form their opinions. But managing your online reputation can be a challenge. This blog explores the crucial role of online reviews and offers strategies to take control. Learn how to use customer and employee feedback to improve your online reputation, build trust, and drive growth.

The Net Promoter Score (NPS) is a crucial metric in marketing, indicating customer recommendation behavior and loyalty. Developed in 2003, it measures recommendation intent on an 11-point scale. A score above 20 indicates reasonably loyal customers, while a score lower than 0 indicates less loyal customers. A perfect score of +100 means every respondent is a promoter. Understanding NPS is essential, but its true value lies in its practical applications, which you can explore further by downloading our white paper.

In the field of Customer Experience, customer loyalty is paramount. It is crucial to understand how customer experiences influence loyalty. This article delves deeper into the meaning of the General Data Protection Regulation (GDPR) or its Dutch counterpart, the Algemene Verordening Gegevensbescherming (AVG), when handling customer feedback. It outlines the six fundamental principles of data processing and emphasizes the positive implications of complying with the GDPR. Additionally, it explores the Customer Effort Score (CES) and its predictive value in improving customer relationships.

The Customer Effort Score (CES) is an essential customer-centric metric developed by Matthew Dixon, Karen Freeman, and Nicholas Toman. It measures the ease with which customers can have their questions or problems resolved by an organization. The CES, expressed as a numerical score between -100 and +100, predicts future customer behavior. A Harvard study found that customers with low effort scores were more likely to remain loyal and spend more, while high-effort experiences resulted in a negative perception of the organization. Measuring CES with CYS software is an important step in improving customer satisfaction.

Discover how you can measure the voice of the customer with essential CX KPIs: CES (Customer Effort Score) and CSAT (Customer Satisfaction Score). While NPS (Net Promoter Score) provides insights, CES delves into customer efforts and CSAT measures satisfaction. Discover how these KPIs impact loyalty, ease of service, and short-term satisfaction. Explore their predictive value and their role in improving customer experiences, employee engagement, and organizational success.

Learn how to turn customer complaints into positive experiences with five essential tips. Improve your customer experience by addressing negative feedback quickly and effectively. Ignoring complaints is not an option; instead, strive for fast and efficient solutions. Research shows that quick complaint resolution has a significant impact on customer satisfaction; 82% of respondents confirm its importance. Positive complaint handling can lead to enthusiastic customer recommendations. This article offers five valuable strategies, from showing empathy to proactively dealing with complainants, making your customers feel heard and valued and ultimately giving your customer experience a boost.

In this sixth blog of our series on delivering top service, we explore the significance of your online reputation. As customers increasingly share experiences on social media and review platforms, your brand's image is at stake. Positive feedback and reviews strengthen your online presence, while negative feedback can damage it. Discover how to shape your online reputation by addressing complaints, encouraging satisfied customers to share their experiences, and ensuring that search engine results highlight your brand positively. Learn how important it is to manage customer perception in today's digital landscape.