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by Focus Feedback
We can rely on extensive experience and a broad theoretical and methodological framework: we participate in expert groups and can fall back on various publications and literature regarding customer excellence and employee dedication.
We gladly share our knowledge of experience management, including customer and employee experience. One of our instruments for this is our Focus Center: our digital information source with (e-)books, whitepapers, blogs, vlogs, podcasts and research. Discover the most recent research and request templates. You can also register your organisation for one of our webinars and events that we attend.
Life is all about evolution. Learning from feedback is what makes the difference.
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NieuwsBig news! Focus Feedback has achieved a significant milestone by collecting feedback in 50 countries worldwide! -
Nieuws, PodcastEasily measure whether your customers are loyal and whether they would recommend you to friends, family or colleagues with the Net Promoter Score (NPS). -
StoryEvery employee at VORM knows the drill: Every day I strive to be, along with colleagues and partners, the best ‘VORMer’ for our customers through performing each day better... -
Blog, NewsWe host a free webinar in collaboration with the CX Rockstar James Dodkins!! You don’t want to mis this! We help you and your organization to become even better... -
BlogUnfortunately, we still come across it: customer satisfaction manipulations. That's a fancy name. But what does it mean? -
BlogWe have previously taken the position that bonuses are ‘not the way to go’. But, when you do want to reward your employees for customer satisfaction tasks, how do... -
BlogAs you may already know, Focus Feedback originated from a background in the international hotel industry. Catering-related examples are regularly presented for inspiration. The inspirational stories are too good... -
Blog“If we achieve an NPS of +.., the entire marketing department will receive a bonus.” Nice, wouldn't you say? But what is wrong with this bonus scheme? Well, a whole lot... -
BlogWorking on customer satisfaction is something you do together. But how do you get your team excited about working on customer satisfaction? -
BlogThere is a man in the park. He sits alone on a bench. The park is filled with people. You hear a pleasant buzz. -
News, NieuwsWow! Has it been 10 years already?! It feels like yesterday that the first NPS survey was sent for BSH. Now -10 years later- we have something to celebrate! -
BlogHappiness at work is a term that you hear more and more often. We can’t deny it anymore. But what is the meaning of happiness at work? -
BlogAnyone who knows me knows that I am a fan of NPS; also known as the Net Promoter Score. Forgive me if I sometimes go on a bit, but that's... -
BlogDoctor Dave You don't have to be sick to get better. That was the theme of some of my presentations this year. I gave the presentations dressed like the character... -
BlogTuesday, October 27th, 2020 was the day of the first Focus Feedback webinar. ‘Focus Feedback invites CX Rockstar James Dodkins’. And it was a big success! -
BlogBain & Company is a global managementconsultancy. They conduct research and provide advice to large international corporations. They are the founders of the Net Promoter Score®. -
BlogFocus Feedback is active in various branches, sectors and organizations. We are happy to support wherever we can and we were asked by BSH to help gather feedback on... -
WhitepaperYou 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... -
BlogIzaac 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... -
Blog, VideoOn 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... -
VacatureYour role: There is a vacancy for a software developer with experience in the field of Angular. You will work in a small close-knit team at our site in... -
VacatureYour role As a Customer Success Manager, you will work each day as an effective relationship manager and expert in the fieldof Customer and Employee Experience, contributing to the success... -
VacatureYour role: There is a vacancy for a software developer with some experience in the field of Angular. You will work in a small close-knit team at our site... -
Blog, VideoThrough 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... -
BlogThe 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... -
BlogDo 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... -
BlogAre 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... -
BlogThe 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... -
BlogA 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... -
BlogMr 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. -
BlogIn the middle of last year, it was my birthday again. And at this time, you always get the question: "What do you want for your birthday?" Familiar, isn’t... -
BlogThe method was developed in 2003 by management consultant Fred Reichheld of Bain & Company, in co-operation with the company Satmetrix. The goal is to provide insight into customer...
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BlogAbout dating, cultural differences, sea bass and NPS at a large international organization The Net Promoter Score, abbreviated NPS, is a simple way to measure the customer loyalty of organizations. Inspiration... -
BlogThe Net Promoter Score - or NPS - is a measure of customer loyalty to a brand or company. The higher the score, the more loyal the customer. But... -
BlogTogether with a number of our customers and users, we held the NPS Inspiration Day for our clients in the construction industry. This day was all about exchanging experiences,... -
Story“We saw a shift in focus within our market, from engineering and production towards added value and a customer orientation. Experts in fulfilment? There were enough of those. We... -
Story“Since 2010 we have switched our complaint management and operational excellence strategy to consumer centricity and working with the Net Promoter Score (NPS). We noticed that consumers wanted to...
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StoryEvery employee at VORM knows the drill: Every day I strive to be, along with colleagues and partners, the best ‘VORMer’ for our customers through performing each day better...
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Story“NPS is the basis for measuring customer loyalty: do you want your customers to promote your company? Why?We believe that you can best achieve this with a clear, accessible...
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Story“It is very nice to experience that we can really improve processes through good listening. A high NPS score is fine, but it is even more inspiring to set... -
Story“Net Promoter Score (NPS) measurements give our customers a voice, and their voice is heard. We regard positive feedback as a compliment, and very motivating, while we use any... -
Story“For us, Focus Feedback is not simply an in-house developed system that provides score figures, but rather a methodology that encompasses everything, your entire way of working.” -
Story“The Net Promoter Score (NPS) is essential to realize our vision: create homes where people want to live. How do we find out if we are succeeding? It’s simple,... -
BlogThis week I got asked that question again. It was striking; the same question several times in recent weeks. The first time you look a little strange. Surely there...
