Loading...
  • slidebg2

    We smarten your organization with
    customer experience management

    Turn 24/7 customer feedback in actionable insight

    Increase Satisfaction
    Increase Retention
    Increase Loyalty
    Increase Profitability

  • slidebg1

    PerformWorks the customer
    experience platform powered by custon

    "Experience your digital experience
    Your Customers remember moments not days"
    Nick Overwater CEO Custon
  • slidebg3
    earth
    check
    check
    Customer Experience Management = forward thinking
    Traditional survey = backwards thinking

    Drive change
    innovate for growth
    lead by customer insight
    be more profitable

Customers profitability follows loyalty

There is logic behind satisfying your customers. This logic is simple because satisfied customers are more loyal and loyal customers are more profitable. To satisfy customers today you need a strong digital service vision and strategy. It is no surprise that most services are already digital or lean heavily on digital building blocks. We see it in all kind of business lines like finance where banks and insurance companies are in fact IT companies managing bank accounts, loans and mortgages. If you are a logistics company you are in fact an IT company moving parcels. Even government agencies are moving towards IT company profiles in servicing there residents. In this digital environment the customer experience is influenced heavily by the quality of digital services. Measuring the digital customer service experience is important because of the root cause analysis potential. Customer experience management offers a strong insight in the digital service chain and how to repair the defects. There is substantial evidence that customer led digital excellence leads to higher satisfaction, loyalty, and profitability. What makes our employees special is there mixed know how in areas like IT, experience management, service management, analytics and reporting. Please call us for an exploratory discussion.

Close

PerformWorks the customer experience platform powered by custon

What is the businesscase behind experiencing your customers digital experience? Well if you don't know what people think of your digital service you probably end up in a dead-end street. Slowly your business shrinks insidious and unnoticed until it's too late. What happened is that you lost sight on your most loyal customers being busy with keeping the light on, new business or administration. As our economy is becoming more digital and mobile services are mainstream it is paramount to follow your customers whenever and wherever they are. Customers may never have the excuse for leaving you based on the fact that you weren't there when your customer needed you most. Moreover real live shows that your customers remember moments not days. At these moments of truth there should always be a sort of experience escalation virtual servicedesk which is one button away. Your customer will push that button or the button of your competition. What it takes to be customer centric is a simple experience button and you as an alert person watching the customer insight results and taking action. We take care of the how using our 5C step approach being the connect, collect, create, change and cash steps which are built in our software as a service platform PerformWorks.

Close

Customer Digital Experience Management

Creating customer digital experience feedback is an expensive and complex process resulting most of the time in poor results. Nevertheless to keep loyal and profitable customers it is paramount that you get nonstop customer insight in how key customers experience your company digital services and products. There is a difference in working in the business to business or business to consumer space. In the B2B space there is often an complex multilevel relationship and the financial risks are bigger. What B2B and B2C have in common is that it is very likely that your customer is experiencing your services in digital format. That implies that your customer who is online and always on can experience your services 24/7. Organizations must take into account that customer satisfaction is the culmination of positive and negative experiences. Fixing a negative gap between customer expectations and experience is a challenge with a remote invisible customer. Nevertheless it is a fact of life that at the end of the day the net customer digital experience score determines your customers satisfaction, loyalty and probability.

To create a positive net customer digital experience score you must empower your customer to voice his experience in whatever response format he prefers and whenever he wants during the whole customer lifecycle. In B2B this means during exploring, contracting, service implementation, service delivery and support. In B2C there is a similar cycle but less complex and with lower risk involved. In both B2B and B2C controlling and excelling the customer lifecycle experience would make a huge competitive advantage. What if there was a closed loop customer experience platform which could collect customer digital experience in realtime and turn this into customer insight, loyalty and profitability. What if Custon was that organization? In this respect we have good news knowing that people at Custon developed this solution for you. This means that from today you can start managing customer digital experience and with that increase loyalty and profitability in an easy, safe and affordable way.

Close

What is it?

Customer Digital Experience Management or CDX is listening to the voice of your customers. Customer Digital Experience Management differs fundamentally from Customer Relation Management. Whereas in CRM the customer is passive and after the facts registration is the norm in CDX the customer is empowered to feedback about the digital performance of your company, services and people responsible for sales, administration and services. CDX ignites an action instead of register an action. The opportunities for improvement using CDX is powerful especially for commercial or service management knowing that customer feedback is not filtered and represents the naked performance of a service, product or person. More than ever before in the digital world customers dictate the salescycle so swift action is needed. In experiencing your digital product and service quality the customer is always right hence he never lies in moments of truth. Digital service quality must be governed high up in the value chain where it cascades from IT to business to the enduser and is benchmarked in real live. This is what we call the digital service lifecycle. At all points in the digital service lifecycle there are positive and negative customer experiences. The holy grail is non-stop collecting customer experience feedback in the digital service lifecycle and convert that into customer insight and by doing this improving satisfaction, loyalty, retention and profitability. This is what we can do for your organization.

Close

Who benefits?

Customer digital experience management is used by smart business leaders who want to enable key customers to feedback about perceived "digital" service, product and organization quality. By doing this they create a competitive customer insight which enables them to improve customer satisfaction, retention, loyalty and profitability. Customer Digital Experience Management belongs to customer driven business leaders in the commercial, finance, operations and IT domain. They use this customer insight as a compass to manage their resources for growth. Best practices show that Customer Digital Experience Management is strategically embraced by CEO's, CIO's, CFO's, sales manager, marketing managers, service managers, quality managers, IT managers, finance managers en operations managers. It is practically and tactically used by sales and service oriented and customer facing employees who introduce Customer Digital Experience Management in their customer contact base. Customer contacts who deal with vendor service and product quality processes everyday are great promoters of Customer Digital Experience Management.

Close

About our company

Our core business is customer digital experience management enabling our clients smart collecting customer experience data regarding digital services. This data collection is a continuous process during the customer lifecycle and is a necessary step to translate this data into actionable customer insight and intelligence. Our Customer Digital Experience Management team represents many years of experience in IT, sales & marketing, feedback management, analytics, BI, reporting, and contract service level management. Custon is strongly grounded with capital from venture capitalist Technofonds since 2012.

Our promise: highest customer loyalty and profitability through digital service excellence in our client branch.

Close

About our promise

We belief in the power of the Net Customer Digital Experience Score. What is the Net CDX score™ and what can it bring your organization? As you are aware your internal and external customers experience digital services of your organization and others day in day out. Whether it is a contract specialist using a risk application or a customer using your mobile App they all have one thing in common to be satisfied and that is a flawless service experience. The fact is that over a period of time the customer satisfaction score is the culmination of good and bad digital experiences. As long as the recent sum of good and bad experiences remains positive there is no immediate loyalty threat. However when the sum becomes negative you should take measures to avoid negative sentiment and in the end lose your customer to the competition. Our secret is the ability to measure good and bad digital experiences using our Net Customer Digital Experience Score solution. We do this by empowering the customer to feedback whenever he wants and translate this nonstop net customer digital experience feedback into customer insight. The Net CDX Score is a good indicator for customer satisfaction, loyalty, retention, profitability and gives a good insight in how to change for growth. The Net CDX score™ is a Custon methodology and was conducted after years of measuring customer satisfaction in digital service environments.

Close

About our secret

We belief in the power of the Net Customer Digital Experience Score. What is the Net CDX score™ and what can it bring your organization? As you are aware your internal and external customers experience digital services of your organization and others day in day out. Whether it is a contract specialist using a risk application or a customer using your mobile App they all have one thing in common to be satisfied and that is a flawless service experience. The fact is that over a period of time the customer satisfaction score is the culmination of good and bad digital experiences. As long as the recent sum of good and bad experiences remains positive there is no immediate loyalty threat. However when the sum becomes negative you should take measures to avoid negative sentiment and in the end lose your customer to the competition. Our secret is the ability to measure good and bad digital experiences using our Net Customer Digital Experience Score solution. We do this by empowering the customer to feedback whenever he wants and translate this nonstop net customer digital experience feedback into customer insight. The Net CDX Score™ is a good indicator for customer satisfaction, loyalty, retention, profitability and gives a good insight in how to change for growth. The Net CDX score™ is a Custon methodology and was conducted after years of measuring customer satisfaction in digital service environments.

Close

What we do
the 5 c's

  • Connect

    We connect to any device to reach your customer

  • Collect

    We collect all kind of feedbackdata fast and secure

  • Create

    We create insight for breakthrough root cause analysis

  • Change

    We enable change to lead by example in your market

  • Cash

    Get rewarded with unmatched satisfaction and profitability

Connect

We connect you to your customers whenever and wherever they are ensuring they can feedback there digital experiences regarding your product and services.
  using state of the art Web and App technology. This could be an internal customer of IT or an external customer of the sales department. Using notebooks, smartphones and tablets together with HTML 5.0 and App technology your customer is empowered to express his opinion, experience and sentiment regarding your digital services. Most people are always online and use mobile technology not only to socialize but also for the need of appreciation, recognition and self-development. The willingness to participate in customer digital experience programs is therefore likely to explode in the next coming years because giving mobile customer experience feedback will be easy and fun to do. Being able to translate digital experience feedback, social media content and internal data into customer insight offers a powerful instrument to optimize customer centric processes, attitude and behavior. Knowing how to connect and staying connected to your customers is our craftsmanship.

Close

Collect

We make sure the digital experience feedback of your customers is collected fast and secure in our databases no matter the number of respondents or multimedia data structure. Asking too much information from your customer will shut you off. Asking for an experience at the wrong time and place will irritate people. Irrelevant questions means amazement and possibly anger. Collecting the right user digital experience depends on three things. First you have to create a customer friendly user experience interface. Second you have to support all kind of devices using for instance HTML5. Third you have to store all this multimedia data in a fast, secure, multimedia and analytics ready database. Success or failure collecting digital experience data depends on excellent dialog and technical skills. Our team has many years of experience in these competencies.

Close

Create

We create superior customer insight as you have never experienced before by exploring, analyzing and report the digital experience feedback. In our concept we use a non-stop customer experience feedback mechanism because your customer is online and always on. In our vision it is paramount that end-users of digital services must be empowered to feedback there experience anytime, anyplace in any media (text, photo, video, sound). This requires special storage, retrieval, analytical and reporting skills and techniques. For this matter we use a database in which all kinds of data can be stored. By indexing this data there is no need for time-consuming and costly databases structuring and data harmonization. This means that unstructured data from experience feedback can easily be combined with social media data and even transactional data for experience analytics and reporting. For our customer it is important to know that we take care of the technology stuff and produce crisply clear dashboards our customers can use to support their decisions.

Close

Change

We translate customer insight into actionable customer intelligence thus providing our customers the opportunity to change for short and long term growth.
  Creating excellent customer insight through customer experience management feedback is step one. Translating this insight into customer loyalty, satisfaction, retention and profitability is step two. These important steps are in good hands with our team. Change for growth means re-engineering the digital service chain from the customer, to sales, to service, to the back office back and to the IT factory and back. We can help you in this important stage because we have done this many times before. Customer digital experience feedback tells you what the defects are and root cause analysis techniques shows you exactly where to change for growth in the digital service chain. This change process is repeated over and over again because customer satisfaction, loyalty and profitability can change overnight.

Close

Cash

Customer digital experience management is a two-way beneficial endeavor for both customer and vendor if technically well organized and properly executed. At the end of the day it's all about the customer digital experience. Did we make our customer more satisfied and more loyal because of which he ordered our products or services? Customer digital experience management is a win-win game if properly executed. Customers wants to avoid the pain of change and prefer to consolidate a quality relationship. Vendors know that the investment for making a dollar revenue in a new customer is 5 to 6 time higher compared to an existing customer. Smart vendors focus on the loyalty of existing customers because it pays off better on the long run.

Close

Our Numbers

We are a creative team turning customer digital experience into a competitive edge

150

projects

50

clients

888150

digital customer experiences

1000000

Lines of code

Our possibilities

Starting with customer digital experience management means monitoring, measuring and reporting of data. This means there are a number of questions to answer before we can start like, what digital experience aspects you want to measure and why? What customer insight aspects are key for retention, loyalty and profitability? What kind of experience dialog script do we use in combination with variable fields and how do we structure the newly derived customer insight in powerful dashboards and reports. Using our best practices we will help you with the setup of a meaningful digital experience KPI metric and dashboard. Each KPI must represent an area, which is important in your business model. In our methodology we do more than scoring the Net Promoter, Loyalty, Retention or Satisfaction index. These are important factors but do not tell where to look for improvement. What we add to the experience scoring is root cause analysis. As an IT service organization or airliner, you are certainly interested if someone did not recommend you to a friend or colleague but knowing why he did not recommend you and under what conditions he would is where the real insight value kicks in. This means you have to measure on differentiating quality aspects of the service like speed, friendliness, responsiveness, transparency and quality of solution to name a few aspects. In daypart pressure cooking workshops with your stakeholders we create the ideal digital experience root cause analysis metric for your business.

When it comes to collecting data there is a critical success factor to remember and that is "less is more by keeping focus". Having the right customer digital experience metric in place is an important first step but seduce your customers to give feedback is even more important. This depends on the attractiveness of the feedback interface design, timing and context. Our designers are experts in transforming digital experience KPI scorecards or surveys in effective Web and App interfaces using the latest technology like HTML5, CSS and JavaScript. A digital experience feedback script must have a few basic characteristics for the feedback to be meaningful and successful. We know these characteristics and use them for your success. We are proud that responserates on our feedback interface design are among the highest in the industry year after year. We are excited that pervasive use of mobile devices adds new dimensions to digital experience management. We make use of all these new opportunities like touchscreen, swiping, geo-fencing, social media, photo, video and sound. Every minute of the day we take care that our clients get valuable insight from their customers and thus can anticipate on their needs and wants.

Once the customer digital experience platform starts producing feedback, the volume can be massive and needs a big data approach. Depending on the customer preferences we use as well SQL and NoSQL database technology. Above all we like to work efficient and effective using proven database technology that handles all kinds of experience data formats without wasting time on expensive and time consuming activities like database structuring and schemas. We prefer that all data is stored and indexed in realtime what means that your customer digital experience dashboards represents the actual situation. It does not matter if the digital experience feedback is a quality score on speed or a free text, video or photo on a quality issue. Your insight customer dashboards and reports are conducted fast and easy because in an earlier stage we already defined the KPI metric which is now used as a sorter for all relevant feedback objects. Using the dashboards and reports for further customer insight data exploration and analytics is where the real value comes in.

Our Skills

at your service

Defining customer experience metric100%
Collecting customer data100%
Analytics & Reporting100%

company history

  • Founding of Custon

    Founding of Custon by Nick Overwater after holding management positions in Hewlett Packard and Compaq computer.
    2006
  • Development of PerformWorks

    Development of PerformWorks. Revolutionary software platform to connect to via HTML to respondents , collect customer experience and satisfaction, create customer intelligence and change for success.
    2006
  • Dutch Police Organization

    First Customer Dutch Police Organization on board who wanted to use the customer experience management platform for the measurement and improvement of the IT Quality of Service through continuous enduser feedback.
    2006
  • IT Vendor market

    Expanding market to IT vendors who wanted to introduce vendor experience management for their key customers and by doing this creating competitive customer insight. New IT customers onboard like HP, Centric and Cap Sogeti.
    2007
  • Finance market

    Further expanding business solution into finance market. First finance customer ING on board who wanted to use the platform for an incident triggered, global based and realtime quality feedback and improvement mechanism. Starting point of sale in US.
    2008
  • Education market

    Adding analytics and reporting modules to the PerformWorks platform. Expanding market into education sector. Strengthening portfolio offering with professional consulting services responding to customers who are asking for data analytics and business intelligence.
    2009
  • Venture capitalist Technofonds

    Venture capitalist Technofonds makes investment in Custon. Custon enters public sector market and is proud to welcome municipality Almere as a new customer.
    2010
  • Entering logistic market

    Entering logistic market and getting first logistic client on board. PostNL wants to use the user feedback on quality of services to trim the service organization most effectively on their tasks aiming for the fit for purpose organization. Starting point of sale in Brazil.
    2011
  • Expansion in finance market

    Further expansion in finance market through new reporting SaaS functionality. ABN AMRO implemented this solution in order to setup a multisourcing IT governance reporting structure aiming for better performance transparency, lower IT operations costs, increased service quality and thus better customer satisfaction.
    2012
  • Expansion in the healthcare market

    Set footsteps for further expansion in the healthcare market. New customer experience management concepts were launched and discussed with as well healthcare insurers and suppliers. Old school high volume low frequency, one size fits all customer satisfaction research is replaced by new school low volume, high frequency tailormade customer experience management.
    2013
  • Big data visual analytics

    New big data visual analytics activities for further expansion in municipality market addressing the decentralization of labor, youth care and elderly care legislation.
    2014

Jordy Querner

Director Zuid Amerika - Brazilië

Jordy (1983) has been closely involved in the founding of Custon. In 2005 he was approached by Nick to join Custon. Within Custon Jordy responsible for all IT matters and will ensure the continuity and security of Web services. Jordy has worked previously for Wegener multimedia and other projects at Philip Morris and Telindus. He has studied computer science at Windesheim University in Zwolle. Currently he is active in our Brazilian office in Brasilia.

-->

What our clients say

Our Services

Implementation

On average an implementation starts with one or two workshops of half a day. During these workshops together with the customer stakeholders we define the three building blocks of a successful customer experience management program. These building blocks include the customer digital experience KPI metric, the customer experience user interface and customer insight reports. Once there is a mutual understanding and common definition of the three building blocks we will implement these building blocks in our customer digital experience platform PerformWorks™. The turnaround time of these activities is on average a couple of weeks depending on the resource availability.

 

Operational management

The customer digital experience management solution is delivered as a managed service using the software as a service platform PerformWorks. We manage the service in our datacenter and take care for operational issues. For our clients this means they can focus on what's really important for their organization namely understanding the customer insight message, consider change options and implement service improvement. These activities are important and make the difference instead of managing the digital customer experience platform and looking after performance and continuity issues. We are flexible regarding the contract period and offer a proof of concept proposition. During this PoC proposition period the investment can come into justice and there is time for proofing of the businesscase.

                       

Services

Getting from poor to great customer digital experience insight is business wise. Getting from customer insight and intelligence to higher customer satisfaction, loyalty, retention and profitability is the critical businesscase driver. How to get there? As services in the internet age are depending heavily on information technology it is important to address change where it matters the most. It is no surprise that real change must focus on the digital service value chain which spans from the IT factory, to the business units down to the enduser customer. The question is how to translate customer digital experience insight into change for digital service excellence. In order to spark successful change knowledge and knowhow is needed of all relevant competencies like digital experience KPI management, customer experience management, analytics, business intelligence and IT. There are few teams in the world who master these competencies under one roof. Custon does and we are proud if we can help you. Armed with business insight and a can do mentality we support your organization in reaching the next level being customer digital services excellence in the digital age.

 

Support

As being an advocate of a superior customer service experience we do not lean back and wait for a red stoplight in the SLA dashboard to popup. In line with our practice what you preach verbalism we empower you with our own solution to keep us sharp day in day out.

our branche solutions

Business to Business sales & accountmanagement

IT to Business

Finance

Retail & distribution

Healthcare

Education

Public sector

Business to Business sales & accountmanagement

Use case: In the business to business relationship where vendors like IT service providers deliver critical services, the ability of having a sharp customers insight is more important than ever. The stakeholder relationship and communication metric is complex and conflicts can arise easily. This can happen in the contract relationship (what was agreed), administration relationship (invoice transparency and payment), the service delivery relationship (value gap) the support relationship (number of incidents) and especially the commercial relationship (conflict and innovation pro activeness). All these relationships are part of the customer lifecycle and produce experiences. At the end of the day the net experience score (NES) which is the sum of good and bad experiences determines the customer satisfaction and implicit the customer loyalty and profitability. After all customer satisfaction rules customer loyalty which rules customer profitability. A Harvard Business Review stated that some companies don't understand why they should worry about customer experience. Other companies collect and quantify data on customer experience but don't circulate the findings. Some companies do the measuring and distributing but fail to make anyone responsible for putting the information to use. The extent of the problem has been documented in a Bain & Company study aiming at customers of 362 companies. Only 8% of them described their experience as "superior", yet 80% of the companies surveyed believed that the experience they have been providing was indeed superior. With such a disparity the need is urgent. We may conclude that if the customer experience showing signs of dissatisfaction and value depreciation it is time for breakthrough actions. But how do you pick up those signs and how do you translate this to insight intelligence and improvement?

Solution: In order to improve the business to business commercial performance, deploying the Custon customer digital experience management program seems highly effective. As starting point of our solution a customer digital experience KPI metric is discussed and agreed upon between client and vendor. In this phase all stakeholders acknowledge the importance of the KPI metric and promise to act in accordance with the assigned KPI ownership, nature and urgency of the matter. After the KPI metric is finalized the customer experience interface is designed to create the right feedback in order to feed the realtime dashboards and reports. When the customer experience program goes "live" every stakeholder is empowered to feedback on customer experience matters which may imply using ratings, free text, voice, photo or video using notebooks, tablets or smartphones. Once the customer experience feedback starts streaming the power of customer insight and intelligence is at your fingertips.

Businesscase: Customer insight shows the pain and gain in the customer digital service life cycle and explains what change is important and why. The subject of change can be processes, service portfolio, attitude or behavior. Measuring the net experience score (sum of positive and negative experience) gives you control over customer satisfaction, loyalty and profitability. Because points of emotion and moments of truth are visualized within their context means they can be neutralized just in time. To make the businesscase more quantifiable best practices show that customer satisfaction rates can increase by 10 - 20%, loyalty rates can increase between 2 - 5 %, churn rates can decrease with 1 - 2 % and service costs can decrease with 2 - 3 %. Overall customer profitability can grow as much as 5 - 15 %.

Close

IT to Business

Use case: In large organizations the internal IT organization operates like an external service provider although your customers are colleagues. In the supply and demand relationship between the IT organization and the business units critical services are being delivered. To stay focused in a peer relationship having a sharp customers insight is more important than ever. The stakeholder relationship and communication metric is even more complex and conflicts can arise easily. This can happen in the contract relationship (what was agreed), administration relationship (invoice transparency and payment), the service delivery relationship (value gap) and the support relationship (number of incidents). All these relationships are part of the customer lifecycle and cause experiences. At the end of the day the internal net experience score (NES) which is the sum of good and bad experiences determines the customer satisfaction and implicit the customer loyalty. We may conclude that if the customer experience showing signs of dissatisfaction and value depreciation it is time for breakthrough actions. But how do you pick up those signs in your organization and how do you translate this to insight intelligence and improvement?

Solution: In order to improve the IT to business service performance, deploying the Custon customer digital experience management program seems highly effective. As starting point of our solution a customer digital experience KPI metric is discussed and agreed upon between IT and the business. In this phase all stakeholders acknowledge the importance of the KPI metric and promise to act in accordance with the assigned KPI ownership, nature and urgency of the matter. After the KPI metric is finalized the customer digital experience interface is designed to create the right feedback in order to feed the realtime dashboards and reports. When the customer experience program goes "live" every stakeholders is empowered to feedback on customer experience matters which may imply using ratings, free text, voice, photo or video using notebooks, tablets or smartphones. Once the customer digital experience feedback starts streaming the power of customer insight and intelligence is at your fingertips.

Businesscase: Customer insight shows the pain and gain in the customer digital service experience and explains what change is important and why. The subject of change can be processes, service & products portfolio, attitude or behavior. Measuring the net experience score (sum of positive and negative experience) gives you control over customer satisfaction and loyalty. Points of emotion and moments of truth are visualized just in time within their context and can be neutralized. To make the businesscase more quantifiable best practices show that customer satisfaction rates can increase by 10 - 20%, loyalty rates can increase between 2 - 5 % and service costs can decrease with 2 - 5 %. Above figures are the result of substantial reduction of incidents, increased first call resolutions, reduced solution times, optimal tuned service catalogue, fit for purpose servicedesk staff, increased productivity rates of workforce. A constant great satisfaction rating by the internal customer means no need for outsourcing to external parties.

Close

Finance

Use case: To survive in the banking sector you have to offer digital and mobile services. Whether it is mobile banking or mortgage advise through video conferencing your customer will depend on your ability to deliver high quality digital services. High quality digital services is a broad term and can be divided into aspects like speed, continuity, availability, reliability, functionality to name a few aspects. How is your mobile App solution perceived by customers? How is it ranked in relation to your competitors? How is your webportal judged regarding functionality and what is missing according to customers? How do customers look at your company when it comes to video consulting and digital content management? If you don't know or find out months later through a regular survey it could be too late. Speed and functionality problems could have disappointed customers again and again as a result of which satisfaction, loyalty and retention ratios have dropped dramatically. Considering the fact that banking customers can easily exchange banks means a clear and present danger for your business.

Solution: What your customers need is an always on voice of the customer button to share their digital experience. In our solution we empower your customers with exactly that awesome feature being a button on his smart phone, tablet or notebook. We achieve this through an easy, fast and safe App or HTML link on the smart device. Knowing that 99% of the target audience is using a smart device makes it very likely that engaged customers and employees will share their experience at moments of truth. This will result in valuable customer insight and thus better digital services. What we promise you is the empowerment of your target audience to share their experience in a fun, fast and easy way thus letting your organization tap from a customer insight goldmine. What we add to this experience data is intelligence from social media and your internal systems regarding the quality of provided services. Combining this intelligence creates a perfect footing for smart root cause analysis which makes it possible to drive change, innovate for growth and lead smarter.

Businesscase: Avoid negative sentiment on social media by enabling your customer to post his or her experience in a digital servicedesk and suggestion box instead as negative sentiment on the internet where it remains forever. This customer insight information gives your organization a golden opportunity to analyze the problem from a customer perspective towards the service organization. Based on your commitment and quality thinking this will result in increased satisfaction, loyalty, retention, less churn and increased profitability. Best practices show that satisfaction rates can increase by 10 - 20%, loyalty rates can increase between 2 - 5 %, churn rates can decrease with 1 - 2 % and profitability can increase with 5 - 10 %.

Close

Retail & distribution

Use case: To survive in the retail & distribution sector you have to offer digital and mobile services. Whether it is correctness of package delivery content or delivery time notice your customer will depend on your ability to deliver high quality digital services. High quality digital service is a broad term and can be divided into aspects like speed, continuity, availability, reliability, functionality to name a few aspects. How is your retail solution perceived by customers? How is it ranked in relation to your competitors? How is your webportal judged regarding functionality and what is missing according to customers. How do customers look at your company when it comes to delivery flexibility or return shipments? If you don't know or find out months later through a regular survey it could be too late. Speed and functionality problems could have disappointed customers again and again as a result of which satisfaction, loyalty and retention ratios may have dropped dramatically. Considering the fact that retail customers can easily switch means a clear and present danger for your business.

Solution: What your customers need is an always on voice of the customer button to share their digital experience. In our solution we empower your customers with exactly that awesome feature being a button on his or her smart phone, tablet or notebook. We achieve this through an easy, fast and safe App or HTML link on the smart device. Knowing that 99% of the target audience is using a smart device makes it very likely that engaged customers will share their experience at moments of truth. This will result in valuable customer insight and thus better services. What we promise is empowerment of your target customer to share their digital experience in a fun, fast and easy way letting your organization tap from a customer insight goldmine. What we add to this experience data is intelligence from social media and your internal systems regarding the quality of provided services. Combining this intelligence creates a perfect footing for smart root cause analysis which makes it possible to drive change, innovate for growth and lead smarter.

Businesscase: Avoid negative sentiment on social media by enabling your customer to post his or her experience in a digital servicedesk and suggestion box instead as negative sentiment on the internet where it remains forever. This customer insight information gives your organization a golden opportunity to analyze the problem from a customer perspective towards the service organization. Based on your commitment and quality thinking this will result in increased satisfaction, loyalty, retention, less churn and increased profitability. Best practices show that satisfaction rates can increase by 10 - 20%, loyalty rates can increase between 2 - 5 %, churn rates can decrease with 1 - 2 % and profitability can increase with 5 - 10 %.

Close

Healthcare

Use case:Healthcare economics are changing very rapidly. Whether it is healthcare insurance or healthcare delivery both domains are under pressure. Healthcare insurance providers must deal with changing customer needs like smart invoice declaration, credit payments and constantly adjusting policy conditions. In order to respond to changing needs a healthcare insurance company needs to know the insight of his customers. What drives the healthcare insurance customer satisfaction, loyalty, retention? One thing is certain it will greatly depend on the ability to deliver high quality digital services. High quality digital services is a broad term and can be divided into aspects like speed, continuity, availability, reliability, functionality to name a few aspects. How is your digital service portfolio solution perceived by your customers? How is it ranked in relation to your competitors? How is your webportal judged regarding offered functionality and what is missing according to customers? How do customers look at your company when it comes to policy adjustment flexibility, healthcare fitness programs or invoice declaration? If you don't know or find out months later through a regular survey it could be too late. Sluggish payment due to paper declaration and unclear policy conditions which has led to mandatory hospital assignment could have disappointed customers as a result of which satisfaction, loyalty and retention scores may have dropped dramatically. Considering the fact that healthcare customers can switch once a year means a great deal of uncertainty and poor predictability every year regarding retention rates. Once your customers have left your company there is strong evidence that they will not return soon. Repel students will transform into attractive customers once they have more purchasing power. So how do you deal with students? Healthcare providers are facing similar challenges but at the other side of the table. Customers will demand more and more services because the yearly own risk ratio is getting higher and higher. Choosing a hospital will become more and more like choosing a telecom provider. According to a recent study of PriceWaterhouseCoopers hospitals in the US are looking for new ways to deliver healthcare services based upon customer digital experience feedback. Hospitals need to become more specialized in order to make volumes and must aim for high quality at low prices. The setup of healthcare retail store locations in urban areas for customer convenience will be the next level in the healthcare distribution model in Europe. This customer centric healthcare business model will have the same game changing characteristics as with airliners, leasing companies or the retail industry.

Solution: What customers and patients need is an always on voice of the customer button to share their experience. In our solution we empower your customers and patients with exactly that awesome feature being a button on his or her smart phone, tablet or notebook. We achieve this through an easy, fast and safe App or HTML link on the smart device. Knowing that 99% of the target audience is using a smart device makes it very likely that engaged patients, customers and employees will share their experience at moments of truth. This will result in valuable customer insight and thus better services. What we promise is empowerment of your target customers to share their experience in a fun, fast and easy way letting your organization tap from a customer insight goldmine. What we add to this experience data is intelligence from social media and your internal systems regarding the provided quality of service. Combining this intelligence creates a perfect footing for smart root cause analysis which makes it possible to drive change, innovate for growth and lead smarter and by doing this increase customer satisfaction, loyalty and retention.

Businesscase: Avoid negative sentiment on social media by enabling your customer to post his or her experience in a safe get better environment instead of the internet where it remains forever. This insight information gives your organization a golden opportunity to analyze the problem from a patient, customer and employee angle towards the service organization. Based on your commitment and quality thinking this will result in increased satisfaction, loyalty, retention, less churn and increased profitability. Best practices show that satisfaction rates can increase by 10 - 20%, loyalty rates can increase between 2 - 5 %, churn rates can decrease with 1 - 2 % and service costs can decrease with 2 - 3 %.

Close

Education

Use case: Running an university or other education community with tens of thousands of students and thousands of employees is a serious business. The quality of education is the number one key performance indicator and depends on a number of factors. Besides the human teacher factor these are mostly facilitating factors like information technology, housing, transportation and administration. Especially the availability of a secure, fast and reliable IT infrastructure services is a dominant factor in the student and employee satisfaction and loyalty experience. In fact students make their choices for an university based on the university reputation regarding the IT quality of services. In fact the quality of teaching is heavily depending on facilitating factors and it may not be a surprise that excellent IT services attract the most students and best teachers. But how do you know if you are delivering the right facilitating services like IT to your students and employees. If you are using a yearly satisfaction survey you don't know because you are looking in your rearview mirror which is outdated. What you need and what your students hope for is an actual view of the desired digital services. Only then you are able to react on the need of your students and teachers today. But how?

Solution: What your students, teachers and staff need is an always on voice of the customer button to share their digital experience. In our solution we empower your students, teachers and staff with exactly that awesome feature being a button on his or her smart phone, tablet or notebook. We achieve this through an App or HTML link on a smart device. Knowing that 99% of the target audience is using a smart device makes it very likely that engaged students, teachers and staff will share their experience at moments of truth. This will result in valuable customer insight and thus better services. We promise the empowerment of your target audience to share their experience in a fun, fast and easy way letting your organization tap from a goldmine. What we add to this experience data is intelligence from social media and your internal systems regarding the quality of provided services. Combining this intelligence creates a perfect footing for smart root cause analysis which makes it possible to drive change, innovate for growth and lead smarter.

Businesscase: Avoid negative sentiment on social media by enabling your students and staff to post his or her experience in a digital servicedesk or suggestion box instead of the internet where it remains forever. This insight information gives your organization a golden opportunity to analyze the problem from a student and teacher perspective towards the service organization. Based on your commitment and quality thinking this will result in increased satisfaction, loyalty, retention and less churn. Best practices show that satisfaction rates can increase by 10 - 20%, loyalty rates can increase between 2 - 5 %, churn rates can decrease with 1 - 2 % and service costs can decrease with 2 - 3 %.

Close

Public sector

Use case: Running a local government community with tens of thousands of residents and thousands of civil servants is a serious business. The quality of living is the number one key performance indicator and depends on a number of factors. These are mostly facilitating factors like safety, cleanness, employment, elderly care, housing, transportation, administration and information technology. Especially the availability of secure, fast and reliable IT infrastructure services is a dominant factor in resident and civil servant satisfaction and loyalty. This is logical because many government services are supported by information technology. A municipality cannot run without high quality information technology. As well citizens and companies are making their settlement choices on the local government reputation regarding the quality of digital services. In fact the existence of excellent IT services run by a municipality attract the wealthiest citizens and best companies. But how do you now if you are delivering the right facilitating digital services? If you are using a yearly satisfaction survey you don't know because you are looking in your rearview mirror which is outdated. What you require and what your citizens and companies expect is an actual view on their digital needs. Only then you are able to react on the citizens desires and demands of tomorrow. But how?

Solution: What residents within your municipality borders need is an always on voice of the residents button to share their experience. In our solution we empower your residents and civil servants with exactly that awesome feature being a button on his or her smart phone, tablet or notebook. We achieve this through an App or HTML link on a smart device. Knowing that 99% of the target audience is using a smart device makes it very likely that engaged residents or civil servants will share their experience at moments of truth. This will result in valuable residents insight and thus better digital services. We promise the empowerment of your target audience to share their digital experience in a fun, fast and easy way letting your organization tap from a goldmine. What we add to this experience data is intelligence from social media and your internal systems regarding the quality of provided services. Combining this intelligence creates a perfect footing for smart root cause analysis which makes it possible to drive change, innovate for growth and lead smarter.

Businesscase: Avoid negative sentiment on social media by enabling your residents to post their experience in a digital servicedesk or suggestion box instead of on the internet where it remains forever. This insight information gives your organization a golden opportunity to analyze the problem from a resident perspective towards the service organization. Based on your commitment and quality thinking this will result in increased satisfaction, loyalty, retention and less churn. Best practices show that satisfaction rates can increase by 10 - 20%, loyalty rates can increase between 2 - 5 %, churn rates can decrease with 1 - 2 % and service costs can decrease with 2 - 3 %.

Close

Pricing
What is it you get from us?

We give you ease of mind with respect to your most valuable customers knowing that your customer is enabled to feedback his experience with regard to any negative digital experience at any time no matter where. To do this we have a solid platform in place which is already used to support the largest organizations in Europe. So we are confident that our platform is robust and safe enough to serve your organization as well. We deliver our customer digital experience management platform as a managed software as a service platform. This means you don't have to worry about operational and technical issues. We do that for you. What you have to do is monitor your customer digital experience management portal and use the customer insight intelligence dashboards and reports to make the right decisions for your customers. If you want to use your closed servicecall's as a vehicle to collect customer experience management than the only thing we need on a regular basis is an export regarding your closed servicecall's. Our customer digital experience management service is a pay per use plan per months depending on the number of users, complexity and feedback storage volume. The onetime startup activities implies the workshop facilitated definition of the customer digital experience KPI's, user interface and dashboard portal followed by the implementation of the results in the PerformWorks SaaS platform. We are more than willing to visit your organization for a precise quotation.

Our company

 

 

Custon the Customer Experience Management expert organization.

Custon is a healthy and fast growing Dutch Company with national and international clients from the private as well as the public sector. ProXcio is well funded through a mix of private and EEG public institutions. As our shareholders indicate Custon is subjected to a strict regime when it comes to data security policies and procedures. This means your data is safe.

Our company mission is helping your organization manage the customers experience to become no.1 in customer satisfaction, loyalty, advocacy, retention and profitability. To succeed in our mission we help you monitoring and analyzing your customers feedback 24/7. By capturing and analyzing there functional, technical and emotional experience at moments of truth we create actionable customer insight to lead. Our promise is based on many years of experience in the field of statistics, sales and customer services, IT service management, SLA management, performance management and process analytics. This experience has laid the foundation for the Custon SaaS service PerformWorks™. Our team will use PerformWorks™ to help you create satisfied and loyal customers. Experience our CEM consultant & PerformWorks™ and you know what we mean. We will not disappoint you.

 

 

Management team

Nick Overwater

Biography: Nick Overwater is co-founder of ProXcio. Next to that he is founder of Custon where Business IT Intelligence and Reporting solutions are the spearhead of activities. Before that he held various management positions at blue chip organizations including HP, Vicorp International, Infotheek and ABN AMRO. Within the ProXcio management team he is responsible for sales and marketing.

Jordy Querner

Biography: Jordy was closely involved in the founding of Custon and currenty holds the postion of IT Director South America (Brazil). Before that he held various positions at Wegener Multimedia, did projects for Philip Morris and Telindus.

 

 

 

Contact Information

Headquarters

Dutch officeWisselweg 31-33 1314 CB Almere, The Netherlands

Postbus 10032 1301 AA Almere, The Netherlands

+31(0)36 711 1055

almere@custon.nl

Brasília branch

Brasil officeSQN 411 Bloco A ap. 306 Brasília DF, Brasil

+55(0) 61 82 37 1001

info@custon.nl

Get in touch

Oh snap! Change a few things up and try submitting again.
Well done! Your message was sent succssfully!