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    No. 1 customer satisfaction | loyalty | profitability
    Customer Experience Management
    powered by Custon PerformWorks

    One vision
    One mission
    One solution

    100% customer insight

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    Navigate on your key source
    your customer
    facilitate 24/7 feedback

    "Loyal customers buy more, forgive your
    mistakes, trust and promote your company"
    Nick Overwater CEO Custon
    "customers remember moments not days"
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    Define your role in the customer
    experience journey in 5 questions

    Who is the customer
    What is his goal
    What did he do before you
    What will he do after you
    What makes him happy

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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 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 from A to B most efficiently. Even government agencies are moving towards IT company profiles in servicing these residents. In this digital service environments the customer experience is influenced heavily by the quality of digital driven services. Customer experience management offers a strong insight in the service chain and how to repair the defects. There is substantial evidence that customer led service excellence leads to higher satisfaction, loyalty and profitability. What makes our employees special is there mixed know how in areas like IT, customer experience management, service management, analytics and reporting. Please call us for an exploratory discussion.

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PerformWorks the customer experience platform powered by Custon

What is the business case behind experiencing your customers experience? Well if you don't know what people think of your service you probably lose grip on your business. Slowly your business shrinks insidious and unnoticed until it's too late. What may have happened is that you lost sight on your loyal customers being busy with keeping the light on, acquiring 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 argument leaving you they felt neglected. Moreover real live shows that your customers remember moments not days. At these moments of truth there should always be a customer experience button to let of steam. Your customer will push that button or the button of your competition. What it takes to be customer centric is an easy experience button to track insight and taking action. This could be an event drive customer experience feedback request or voice of the customer App on your smartphone. No matter what 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 customer experience SaaS platform PerformWorks.

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Customer Experience Management

Creating customer 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 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 a 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 and products partly or totally in digital format. That implies that your customer who is online and always on can experience your services 24/7. Keeping this in mind organizations must take into account that the net customer experience score is the dynamic sum of customer facing and online positive and negative experiences. Fixing a negative gap between an online customer expectation and experience is a challenge. Nevertheless it is a fact of life that at the end of the day the net customer experience score determines your customers satisfaction, loyalty and profitability.

To create a positive net customer experience score you must empower your customer to feedback his experience to get a deep customer insight during the whole customer life cycle. 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 life-cycle experience would make a huge competitive advantage. What if there was a proven customer experience solution which could collect customer experience in real-time and turn this into customer insight, loyalty and profitability. What if Custon was that organization? In this regard we have good news for you because people at Custon developed this solution for organizations like yours. This means that from today you can start managing your customer experience and by doing this increase your customer loyalty and profitability in an easy, safe and affordable way.

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What is it?

Customer Experience Management means listening to the voice of your customers. Customer Experience Management differs fundamentally from Customer Relation Management. Whereas in CRM the customer is passive and registration of actions is targeted at the customer in CEM the customer is empowered to feedback about the performance of your company. Meaning performance feedback of services and people responsible for sales, administration and services. CEM ignites an action instead of register an action. The opportunities to improve using CEM are especially powerful for commercial or service management considering the fact that customer feedback is not filtered and represents the perceived performance of a service, product or person. In the digital world more than ever before the customers dictates the sales cycle so deep customer insight is needed. In experiencing your product and service quality the customer is always right especially in moments of truth. Therefore service quality must be governed high up in the value chain where it cascades from IT to business to the end users where quality is bench-marked in real live. This is what is called the service quality life cycle. At all points in the service life cycle there are positive and negative customer experiences. The holy grail is non-stop collecting customer experience feedback from the service life cycle and convert that into customer insight. Collecting customer experience, analyzing the results and creating deep customer insight is our core business we can help you with.

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Who benefits?

Customer experience management is used by smart business leaders who want to enable customers to feedback about services, products and organization quality. By doing this they create a competitive customer insight which enables them to improve customer satisfaction, retention, loyalty and profitability. Customer 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 experience management is strategically embraced by CEO's, CIO's, CFO's, sales manager, marketing managers, service managers, quality managers, IT managers, finance managers and operations managers. It is practically and tactically used by customer facing sales and service employees who use customer experience management to improve their daily operations.

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About our company

Our core business is customer experience management enabling our clients smart collecting customer experience data from their customers. This data collection is a continuous process during the customer life cycle and is a necessary step to translate this data into actionable customer insight and intelligence. Our customer experience management team represents many years of experience in IT, sales & marketing, feedback management, analytics, BI, reporting and service level management. Custon is strongly grounded with capital from venture capitalist Technofonds since 2012. Please call us for an exploratory discussion.

Our promise: Reaching highest customer loyalty and profitability through service excellence for our clients

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About our promise

We belief in the power of the Net Customer Experience Score. What is the NCX score™ and what can it bring your organization? It is a fact of live that your employees and customers experience your services every day. Whether it is a contract specialist using a risk application or one of your customers using your mobile App they all have one thing in common: they want to experience a flawless service. We all know that over a period of time the customer satisfaction score is the culmination of good and bad experiences. As long as the actual 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 or eventually lose your customer to the competition. Our secret is the ability to measure good and bad experiences using our Net Customer Experience Score solution. We do this by empowering the customer to feedback whenever he wants and translate this experience feedback into customer insight. The NCX score™ is a good indicator for customer satisfaction, loyalty, retention, profitability and gives a good insight in how to change for growth. The NCX score™ is a Custon methodology and was conducted after years of measuring customer satisfaction in service environments. Please call us for an exploratory discussion.

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About our secret

We belief in the power of the Net Customer Experience score™. This is the actual customer satisfaction score as the real time sum of good and bad experiences over a period of time. As long as there is a +1 positive experience at the end of the score range a customer has no direct need to change. It is however important that you should know the overall sequence of the NXS score™ over time. The NCX score™ over time gives an good indication of the customer satisfaction, loyalty, churn rate and profitability on an overall and individual basis. A low NCX score™ means customers are in danger zone. The NCX score™ and customer explanation gives a good insight in how to change for growth. Please call us for an exploratory discussion.

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What we do
The 5 C's

  • Connect

    We connect to any device to reach your customer

  • Collect

    We collect all kind of feedback data fast and secure

  • Create

    We create insight for breakthrough root cause analysis

  • Change

    We enable change to lead by example in your market

  • Cash

    We reward you with no. 1 satisfaction and profitability

Connect

We connect you to your customers whenever and wherever they are making sure they can feedback their experiences regarding your product and services using state of the art Web and App technology. Using a notebook, smartphone or tablet your customer is empowered to express his opinion, experience and sentiment regarding your service or product. The willingness to participate in customer experience programs is likely to explode in the next coming years considering the popularity of Facebook en LinkedIn liking and the fact that mobile customer experience feedback will be easy and fun to do. We combine customer experience feedback, social media content and internal data and translate this into customer insight and thereby offering our customers a powerful instrument to optimize customer centric processes, attitude and behavior. Knowing how to connect and staying connected to your customers is our craftsmanship.

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Collect

We make sure the experience feedback of your customers is collected fast and secure in our databases no matter the number of respondents because we know the drill. Asking too much information from your customer will annoy your customers. Asking for an experience at the wrong time and place will irritate them. Irrelevant questions means amazement and possibly contra effects. Collecting valuable customer experience depends on four things. First you have to decide what you want to know and why. Second you have to create an easy and fast user interface. Third you have to have great timing. Fourth you have to store all this data in a fast, secure and analytics ready database. Success or failure collecting experience data depends on excellent dialog and technical skills. Our team has many years of experience in these competencies.

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Create

We create superior customer insight as you have never experienced before by exploring, analyzing and report the customer 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 customers must be empowered to feedback their experience on any device, anytime, anyplace in any media (text, photo, video, sound). This requires special storage, retrieval and analytical reporting skills and techniques. For this matter we use proven technology databases in which all kinds of data can be stored. 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 and produce crisply clear dashboards they can use to support their decisions.

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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 just 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 service chain from the customer, to sales, to service, to IT and back. We can help you in this important process because we have done this many times before. Customer experience feedback tells you what the defects are and provide root cause analysis that shows you where to change for growth in the service chain. This change process is repeated over and over again because customer satisfaction, loyalty and profitability can change overnight.

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Cash

Customer 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 experience. Did we make our customer more satisfied and more loyal so he keeps ordering our products or services? We have to keep in mind that customers want 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 times as high compared to an existing customer. We all know that a customer recommendation outperforms the largest advertising budgets. Smart vendors focus on the loyalty of existing customers because it pays off better on the long run.

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Our numbers

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

150

Projects

50

Clients

10000000

Customer experiences

1000000

Lines of code

our POSSIBILITIES

Starting with customer experience management means monitoring, measuring and reporting of data. This means there are a number of questions to be answered before we can start. Questions like, what experience aspects you want to measure and why? What customer insight aspects are key for retention, loyalty and profitability? What kind of experience dialog we want to use in combination with variable fields? 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 customer 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 with customer experience management is root cause analysis. Imagine that as an IT manager you measure servicedesk agent user friendliness but know that isn’t enough to drive change. You want to know which business services are important and how they are rated. And if rating is low you want to dig into the process to find the problem. This means that your feedback have to contain root cause analysis value. Imagine that as a marketing or sales manager, you are certainly interested if the net promoter score is negative but knowing why customers did not recommend you and under what conditions they would recommend you is where the real insight value kicks in. This means you have to measure on experience aspects like ease and smartness of process, knowledge, speed, responsiveness, transparency and quality of solution to name a few. In 4 hour workshops with your stakeholders we create the ideal customer experience metric for your business.

When it comes to collecting data there is one critical success factor and that is "less is more". Having the right customer 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 customer experience KPI’s in user friendly, fast and secure feedback scorecard surveys. A customer experience dialog 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 response rates 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 customer experience management. To increase your value we offer 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 to be more successful.

Once the customer experience platform starts producing feedback, the volume can be substantial and may needs a big data approach. Above all we like to work safe, secure, efficient and effective using proven database technology that handles all kinds of data without wasting time on expensive and time consuming activities like database structuring and schemas. We prefer that all data is stored and indexed in real-time what means that your customer experience dashboards represents the actual situation. 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 frame for all feedback. Using the dashboards and reports for data exploration and analytics is where the real customer insight value comes in. We can help you with this because we don’t want to be just a tool supplier. On the contrary! We want to be your adviser and take a share in customer performance responsibility.

Our skills

at your service

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

history of Custon

  • 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 respondents via smart HTML scorecards , 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
  • INSURANCE market

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

    dding 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
  • PerformWorks next level and new customers

    In 2015 the new PerformWorks is released which is ready for better serving mobile, big data and BI driven solutions. This new functionality was needed to welcome one of our new customers in 2015 Infotheek. Infotheek is using Custon’s customer experience management platform PerformWorks to collect experience and log data for analyzing and optimizing the sales, service and logistic processes.
    2015

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 experience KPI metric, the customer experience user interface and customer insight dashboard and reports. Once there is a mutual understanding and common definition of the three building blocks we will implement these building blocks in our customer experience platform PerformWorks™. The turnaround time of these activities is on average a couple of weeks depending on the resource availability at the customer site.

 

Operational management

The customer experience management solution is delivered as a managed service using the software as a service platform PerformWorks™. We manage the service in our data center and take care for operational issues. For our clients this means they can focus on what's really important for their organization in fact understanding the customer insight message, consider change options and implement service improvement plans. These activities are important and make the difference instead of managing and sending out surveys, collecting, exploring, analyzing and reporting data. We are flexible regarding the contract period and offer a proof of concept proposition. During the proof of concept period we both invest and there is time for proofing of the business case.

 

Services

Getting from poor to great customer insight is business wise. Getting from customer insight to higher customer satisfaction, loyalty, retention and profitability is the critical success factor. 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 most. It is no surprise that real change must focus on attitude, behavior and service value chain processes which spans from the IT factory, to the business units down to the enduser. The question is how to translate customer insight into change for service excellence. In order to spark successful change knowhow is needed of relevant competencies like KPI management, customer experience management, CRM, 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 of it. Armed with business insight and a “can do” mentality we can advise your organization in reaching the next level of services excellence in the digital service 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 customer experience solution to keep us sharp day in day out. Our support team is 24/7 awake to support your service.

 

Customer Experience Consultancy

Custon has a strong track record in delivering Customer Experience Management BI consultants.

We have customer experience management consultants in our team who are certified in the following BI expertise domains:

 

SAS certified (Base, Enterprise Guide, Enterprise Miner, Data Integration Studio)
CliqView CliqSense
Tableau Oracle OBI
IBM Cognos IBM Watson
SAP Business Objects

 

Customer experience management BI skills are enriched by special knowledge in the field of:

 

IT Business Aligment IT Finance
IT Sourcing and managed services Contract and service level management
Customer Satisfaction Customer Loyalty
Customer Churn Customer Retention
Customer Advocacy Customer Profitability
Net Promotion Score Sales & marketing
Customer Relation Management

 

Special branch knowledge is available in IT, Finance, Logistics, Travel, Retail, Industry, Healthcare, Education and Public sector.

Our rates are the most competitive in our industry:

 

LevelFee in €/hourRemarks
Junior50 - 70*All in
Medior80 - 100*All in
Senior110 - 130*All in
* Excl. VAT

Branche solutions our branche solutions

Business to Business sales & account management

IT to Business

Finance

Retail & distribution

Healthcare

Education

Public sector

Business to Business sales & account management

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 life cycle and produce experiences. At the end of the day the Net Customer Experiencxe score (NCX score™) 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 experience management program seems highly effective. As starting point of our solution a customer 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. After the KPI metric is finalized the customer experience interface is designed to create the right feedback in order to feed the real-time 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.

 

Business case: Customer insight shows the pain and gain in the customer experience 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 NCX score™ 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 business case 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 %.

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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 customer 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 life cycle and cause experiences. At the end of the day the internal net customer experience score (NCX score) 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 experience management program seems highly effective. As starting point of our solution a customer 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. After the KPI metric is finalized the customer experience interface is designed to create the right feedback in order to feed the real-time 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 experience feedback starts streaming the power of customer insight and intelligence is at your fingertips.

 

Business case: Customer insight shows the pain and gain in the customer 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 NCX 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 business case 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 catalog, fit for purpose service desk staff, increased productivity rates of workforce. A constant great satisfaction rating by the internal customer means no need for outsourcing to external parties.

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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. This can also be done by sending a customer experience survey triggered by an event like a money transfer. In our solution we empower your customers with exactly that awesome feature being a button on the 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 like CRM. 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.

 

Business case: Avoid negative sentiment on social media by enabling your customer to post his or her experience in a customer experience management portal 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 %.

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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 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 web portal 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 service experience. This can also be done by sending a customer experience survey triggered by an event like e-signing for receipt. 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 loyal 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 like CRM. 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.

 

Business case: Avoid negative sentiment on social media by enabling your customer to post his or her experience in a customer experience management portal 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 %.

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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 web portal 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 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. This can also be done by sending a customer experience survey triggered by an event like invoice declaration or hospital discharge. 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 like CRM or HIS. 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.

 

Business case: Avoid negative sentiment on social media by enabling your customer to post his or her experience in a customer experience management portal 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 %.

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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 expertise 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 experience. In fact students make their choices for an university based on the university reputation regarding the IT quality of services. Practice shows that quality of teaching is heavily depending on facilitating factors and it may not be a surprise that excellent IT services attract the most promising 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 rear view mirror which is outdated. What you need and what your students hope for is an actual view of the desired 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. This can also be done by sending a customer experience survey triggered by an event like passing an examination. 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.

 

Business case: Avoid negative sentiment on social media by enabling your students and staff to post his or her experience in a customer experience portal 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 %.

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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 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 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. This can also be done by sending a customer experience survey triggered by an event like ordering a passport or driver’s license. 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 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. 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.

 

Business case: Avoid negative sentiment on social media by enabling your residents to post their experience in a customer experience portal 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 %.

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Pricing
What do you get from us?

Using our customer experience platform we make sure that your customers are more satisfied, loyal, profitable and promote your organization. After introduction of the customer experience program there is an “unspoken” customers commitment that they will help you in leveraging their experience to improve your services. The existence of a customer experience program means your customer are more forgiven and give you a second change more often. It also means that existing customers may reward you with cross & upsell business and promote you to other customers. Your investment to implement a CEM program is limited because the whole infrastructure is already in place. We have a solid platform to offer 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 experience management platform as a managed service based on the SaaS platform PerformWorks™. This means you don't have to worry about operational and technical issues. We do that for you. The only thing you have to do is monitor your customer experience management portal and use the customer insight intelligence dashboards and reports to make the right decisions for your customers.

Our customer experience management solution is delivered as a pay per use. Deployment of the service is preceded by a short high pressure cooking workshop in which the form and content of the customer's KPIs, the interface and dashboard portal is discussed and adopted. If customers are approached for experience feedback on the basis of an event - like a service call - then a limited amount of time is needed to setup the data exchange. This can be done manually or automated.

We are more than willing to visit your organization for a precise quotation.


 
Price indication implementing customer experience management platform
Onetime investment
Periodic investment
Number of CEM users per month
Monthly fee
Workshop CEM KPI metric
€ 850
1 – 50
€ 350
Deployment CEM platform
€ 1.500
51 – 150
€ 450
Deployment automatic data exchange
€ 1.200
151 – 250
€ 750
On request
251 – 500
€ 1.000
501 – 1.000
€ 1.250
1.001 – 1.500
€ 1.500
1.501 – 2.000
€ 1.750
> 2.000
On request
Ex. VAT
Periodic data import and export
On request

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. Custon 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 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 marketing, 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 customer experience consultants and PerformWorks platform and you know what we mean. We will not disappoint you.

 

 

Our managementteam

Nick Overwater

Biography: Nick Overwater is founder of Custon and has IT Business Customer Experience, Intelligence and Reporting solutions as spearhead activities in his organization. Next to that he is co-founder of ProXcio. Before that he held various management positions at blue chip organizations including HP, Vicorp International, Infotheek and ABN AMRO. Within the 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 COO. 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 office

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

+55(0) 61 82 37 1001

info@custon.nl

Get in touch