When a customer remains loyal to a company for a long period of time and buys more, different products or services over time, this is considered loyal behavior. It is also known as "customer loyalty". Research shows that customers are not necessarily loyal because they receive great service rather than standard service. Much
What performance indicators (KPIs) are used to measure and manage customer experience? When can I use NPS and when is CES better? How can I set fair goals that motivate everyone to become a truly customer-centric company? How can I make customer enthusiasm tangible for my employees and how can I?
It concerns us all: the new data protection legislation GDPR (General Data Protection Regulation), which will come into force on May 25, 2018. Are we expecting a big bang? The strengthened GDPR rules for the collection and processing of personal data from EU citizens will apply from the end of May. inITova sees the new legislation as a positive step towards the protection of personal data. Finally goes
Do you really know what your customers want? Where and why do they "get out" and how you can better assist them during their customer journey? If you collect targeted customer feedback, you can immediately start making improvements, both in your own organization and with your external communication. In this e-book we will discuss a number of important ones
Successful CX management would hardly be conceivable without the use of personal data. As a company, you want to address your customers personally and specifically at the various touchpoints and, for example, implement targeted reparation or reward campaigns. Personalized customer service across all channels only works if the relevant data is available at the contact point. Data is among the most valuable
Customer experience management in the company - what CEOs have to consider when implementing a CX system
When implementing a customer experience management system in the company, some hurdles have to be overcome. Executives often think this is primarily about technical difficulty, but in fact the biggest challenge lies with the people within the company themselves. Especially when you are about to incorporate a system that is influential
In Part 1 and Part 2 of this blog series, we already gave an introduction about the benefits and added value of NPS as a key performance indicator for customer-centric companies. A direct link between NPS and business growth is not easy to prove. But how is it that such companies (based on our experience with CFM users) have a promoter surplus
Widget-based dashboard reporting in real time Nebu now has the answer to customer requests for an optimized live reporting solution: a portal for interactive, widget-based custom dashboards that are directly linked to the data collection system. The Nebu Reporter module has now passed through the test phase and the first Nebu customers have already successfully implemented the tool for their live projects. Nebu has a lot
inITova CFM Customer Experience Management Software - Functions & Added Value Product presentation of our Customer Experience Management solution with a 100% success rate. Features that distinguish our software are omnichannel data collection, dynamic reporting and sharing of information, intelligent KPI error-cause analysis / enriching the feedback with additional data / only 4 questions required, interfaces to online reviews, numerous additional modules and
inITova CFM Customer Experience Management Software - Integration of Big Data CFM offers valuable insights into customer feedback as it allows you to integrate data from various sources such as CRM, social media and big data. Gain concrete insights for every level of your organization with this all-in-one CX solution.