21 October 2019

First Focus Feedback book presented by Sydney Brouwer

Izaac van Kralingen (Corporate NPS Officer at BSH Home Appliances) received a special surprise during the inspiration session. Sydney Brouwer, speaker, author and expert in the field of customer experience
17 October 2019

Focus Feedback Inspiration session: No Guts, No Glory with NPS at Bosch and Siemens Home Appliances

On September 30th, Focus Feedback organized a new inspiration session for members of The Touchables, a club of customer experience professionals. This was held in the impressive Inspiration House 20 | 20 in Hoofddorp, in which a large atrium connects the offices and showrooms of the Bosch, Siemens, Gaggenau and Neff brands.
26 September 2019

Focus Feedback is also available for the construction industry

Through simple, interim NPS measurements (Net Promoter Score), organizations can now continuously measure and improve their customer loyalty. Focus Feedback Focus Feedback is a software system for proactive feedback management. In other sectors, this method has been part of the standard business processes for many years. It is still in its infancy in construction and installation.
18 September 2019

The Net Promoter Score (NPS)

The Net Promoter Score (NPS®) is a simple way to measure the customer loyalty of an organization. The method was developed in 2003 by management consultant Fred Reichheld from Bain & Company. The goal is to provide insight into customer loyalty and targeted steps to improve it. Various studies show that organizations with a high NPS have more loyal customers, with a higher percentage of repeat purchases.
22 August 2019

NPS on vacation

Do you ever have that feeling, that you cannot leave your work completely at home during the holiday period? Unfortunately, I am guilty of this. The NPS® philosophy in particular unintentionally travels with me. It doesn’t go down very well at home, but if your work is your hobby (or vice versa), it doesn't really matter, right?
22 August 2019

Do you deliberately deliver bad products?

Are you already familiar with the Service Recovery Paradox? In short, this means that people who have a bad experience with a product or service are initially less satisfied. And research also shows that when a problem is properly resolved, these people are ultimately more satisfied with the product and more loyal to the organization than the people who have not had this bad experience. And if that sounds illogical or even contradictory, that's why it's called a paradox!
22 August 2019

Your NPS research: do you send reminders or not?

The Net Promoter Score®– abbreviated NPS®– provides an easy way to measure the customer loyalty of your company or organization. How proactive are you when asking customers to take part in a NPS research?
22 August 2019

It takes many good deeds to build a good reputation, and only one bad one to lose it.

A well-known saying. And it is so often true in the world of customer experience. I recently experienced an example of this myself. I bought my second-hand Volvo at a reputable Dutch garage specializing in Volvos.
22 August 2019

“What could be better than basing your business model on customer enthusiasm?”

Mr Nico Rietdijk - Director of the NVB (Dutch Association of Developers and Building Contractors) writes about the great opportunities that lie ahead for the construction industry.
Italian Trulli
Download the NPS Guide for free

You may be successful today, but tomorrow you could find that your customers have been driven towards your competitor - customer loyalty is extremely important when it comes to running a successful organisation.