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Measuring NPS: practical tips for organizations
December 29, 2025Inleiding De Net Promoter Score (NPS) is een populaire metric om klantloyaliteit te meten. Maar veel organisaties worstelen met de praktische uitvoering: hoe vaak meten, welke vragen....
NPS 3.0: how predictive analytics makes loyalty predictable
December 22, 2025Introduction For years, the Net Promoter Score (NPS) has been the standard for measuring customer loyalty. But traditional NPS is retrospective: it tells what customers think or feel after....
How CES contributes to customer retention: science and practice
December 15, 2025Introduction In a competitive marketplace, customer retention is crucial. Attracting new customers is often five times more expensive than retaining existing customers. The Customer Effort Score (CES) is a powerful....
The hidden costs of a high Customer Effort Score
December 8, 2025Introduction Many companies underestimate the impact of a high Customer Effort Score (CES). A customer who has to make an effort to buy a product, problem at....
Customer Effort Score and digitization: fewer clicks, more satisfied customers
December 1, 2025Introduction In a time of digital transformation, customers expect speed and convenience. They want to complete tasks without cumbersome processes or lengthy contact with employees. This is where....
Why a low CES is more rewarding than a high NPS
November 24, 2025Introduction The Net Promoter Score (NPS) measures customer loyalty and likelihood of recommendation, while the Customer Effort Score (CES) measures how easily customers achieve their goals. Many companies focus heavily....
CES in practice: 5 examples from different sectors
November 17, 2025Introduction The Customer Effort Score (CES) measures how easy it is for customers to achieve their goals, such as buying a product or solving a problem. CES is a powerful indicator....
Storytelling as a means to increase customer value
November 10, 2025Introduction In a world of similar products and services, storytelling is becoming a powerful strategic tool. Customers remember stories better than facts or figures. By using stories intelligently in....
From measuring to managing: how customer experience KPIs drive your strategy
November 3, 2025Introduction Many companies measure customer experience, but do not know how to strategically use the results. Collecting data such as NPS, CES or customer satisfaction surveys is useful,....
