The B2B Enablement Hub

Very few companies seem to understand that when employees are satisfied, customers are usually pleased too. I also observe a dearth of companies that prioritise customer satisfaction as a core value. Few companies consistently deliver customer-pleasing experiences. Companies must show interest in and understand the importance of customer centricity and take their first steps to please their customers in every encounter.

How many KPIs do you have? And do you have the 'right' KPIs? A while ago, I wrote this article, 'What is CPIs?'. A different set of indicators that I claim you and your company must understand. CPIs are the ones keeping your customers up at night. I think Customer Performance Indicators (CPIs) are much more helpful in getting you where you want to go with your KPIs.

We have already passed the halfway point of 2020! These are the most read articles on our blog so far this year. Enjoy reading!

Most companies talk about how important it is to be customer-centric and how. While many businesses proclaim their dedication to a customer-centred approach, a common challenge arises - their metrics predominantly focus on the company itself, failing to capture the customer's viewpoint. This is where Customer Performance Indicators (CPIs) enter the scene - a key metric frequently overlooked by companies but highly valued by both prospective and current customers.

How many times per day do you use the word strategy? I consider the word strategy as one of the most over- and misused words in business. Here I try to explain what strategy is, fully aware that my interpretation is based on experience, and not what the schoolbooks of the world tell us. At the end of this article, you can download a presentation covering my suggested steps of what to consider when creating a business strategy. ​

The importance of talking about the same things when it comes to online and digital is crucial. All new initiatives and prioritisation, when it comes to online and digital, require that everyone involved use the same terminology and definitions. Therefore I have created 'Digital definitions' for you.

When were you last impressed by a company you bought from and interacted with? In this article, you will find advice and examples on how to impress customers.

Sometimes it's not very clear to know what is what with all these buzzwords. Below I try to clarify the difference between digitisation, digitalisation, digital transformation and digital readiness.

If you are trying to facilitate change, you need to start with yourself and your habits. Therefore, when we began Zooma in April 2001, I decided to throw away my pen and paper to digitalise and onlinify my behaviour! How about you, do you still use pen and paper?

Many companies utilise NPS (Net Promoter Score). One question I never get asked by businesses that have implemented NPS is: "Shall we make our NPS score public?" Do you know of any companies that publish their NPS scores?

In a world where everyone says that they want to generate sales leads through online, what do you need to prioritise?

The few western world companies that have prioritised China, all get aware of many differences from all perspectives on how to do business in the East. One questions that always comes up immediately is how Baidu functions versus how Google functions.

Below I try to cover the key differences between Baidu and Google.

Who can believe that we are over halfway through 2019 already! Hope the first six months went well for you! These are the most read articles on our blog this year so far. Enjoy!

I am amazed by how many people still ask this question. Moreover, I am astonished by how people still get surprised when they learn that Google personalises their search results even when they are logged out or in private browsing mode.

NPS is the abbreviation for Net Promoter Score. It's a metric for assessing loyalty to a company, brand, product, or service, but it can also be used as an indicator of customer satisfaction. NPS surveys are easy to implement, and the results are easy to calculate. In this article, I'll look closer at how it works.