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The Insocial knowledge blogs will help you learn all about CX to take your organization to the next level!

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5 ways to map customer satisfaction

91% of dissatisfied customers will not return to you. Customer satisfaction is therefore crucial for a company's success and for achieving loyal customers and increasing growth rates. But how do you really find out if your customers are satisfied ...

Customer-centric culture. These 5 tips will help you achieve it!

Customer experience is essential to take your organisation to the next level. Nowadays, there are many similar organisations on the market and you have to do your best to stand out. With an excellent customer experience, you do just that! You stay ...

What is Customer Experience and how do you set up a CX strategy?

Customer Experience is the differentiator of successful organisations. By fully ensuring Customer Experience )(CX) and adding it to their DNA, companies differentiate themselves from their competitors. Think of examples like Coolblue, Bol.com, Van ...

Churn. What is it and how can you prevent it?

Churn rate is a measure of the number of individuals or items that leave a collective group over a certain period of time. In business, this is about the number of customers who leave your organisation. This makes it one of the most important ...

Generations and their preferred channels; How do you capitalise on them?

Each generation has grown up with different technologies and social movements. Knowing these differences and understanding preferred channels is an important part of CX strategy. What exactly are the preferred channels of each generation, and how ...

Why there is a European version of the NPS

The popularity of Net Promoter Scores is undeniable. Nowadays, almost every company in the world measures its NPS. But the standards of NPS do not necessarily fit every culture. In general, companies in Europe score a lower NPS than companies in ...

Deep learning text analysis - A valuable tool for feedback

Going through hundreds of texts, looking for the common thread in customer feedback. A time-consuming job that is often put off. Yet it is important. After all, you don't ask for open feedback for nothing. Because where multiple choice questions ...

5 sample questions for the ICT-sector

What was not evident within the ICT-sector 10 years ago, has now become an important factor within organizations. Namely, a good customer experience. Earlier, we wrote about the change from SLA (Service Level Agreement) to XLA (Experience Level ...

NPS and NLS. A golden pair?

You are probably already familiar with the Net Promoter Score, or NPS. A metric that gives you insight into the extent to which customers would recommend your company to others. This indicates how loyal customers are (otherwise they wouldn’t ...

Five customer satisfaction survey examples

Do you want to measure customer satisfaction? But do you find it difficult to determine which questions you are going to ask? Recognizable! Many companies do have an idea, but finding how to formulate them could be challenging. First of all, the ...

What is Customer Effort Score and how can you measure it?

Different Key Performance Indicators (KPI’s) can be used to measure customer satisfaction. Probably you already know a few, such as the Net Promoter Score (NPS) or the Customer Satisfaction Score (CSAT). In this article we will tell you more about ...

In the spotlight: Bert Riel from GROHE about achieving excellent service

Bert Riel works as Manager Customer Care & Service at GROHE Benelux. GROHE was founded in 1936 and has since become the global market leader in sanitary products, including faucets, thermostatic faucets, shower systems and installation systems ...