The B2B Enablement Hub

Many B2B companies track Net Promoter Score® (NPS) to measure customer sentiment, but too few take the next step. The score becomes a report, a chart, or a number to present each quarter.

When a customer takes the time to provide your company with feedback through an NPS survey, a post-project evaluation, or even a spontaneous comment, your response (or lack of one) sends a powerful message.

Customers often ask, "What is considered a good NPS score?" The score is irrelevant; focus on how to improve it. Nevertheless, customers naturally want to compare and contrast their scores and benchmark where they stand in their specific competitive environment. This article will guide you in analysing your Net Promoter Score and determining whether it's good or bad.

The allure of presenting your potential and existing clients with a comprehensive assortment of products, solutions, services, content, and information can be significant, yet the pursuit of relevance and simplicity consistently proves the most effective method to enhance genuine client value and loyalty. To assist you in constructing a customer experience that is streamlined and straightforward, 

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.

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.

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.

The way we communicate with each other has changed. Customers want their problem solved quickly. 71% of people are willing to use Messenger apps to get customer assistance. Find out in this article why chatbots are important and how they work.

In early September, I attended the event INBOUND19 together with my two colleagues, Elin and Stellan. Along with the other 26,000+ marketers, we took part in new insights, lessons and best practices. Here are some of my reflections from our journey to Boston.

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?

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. 

For the last couple of years, it has become common to use the expressions "outside-in" vs. "inside-out.". It is much easier only to think outside. That way, you will get the full view first, and then you can apply the implications of the outside perspective to the inside. 

A recent survey of some 250 buyers from a mixed range of industries and company sizes revealed what the biggest turnoffs are during the B2B buying experience. If you think for half a minute about your own buying experiences, you might be able to guess a few of them. They are unfortunately not that unusual.

What’s the secret to launching an overnight worldwide success? 20 years of practising! Pokémon GO has done a lot of things right, and we thought it would be interesting to look into some of those things and see how we can apply them to Customer Experience and Inbound.