Customer Performance Indicators, the value

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.

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Customer satisfaction: What is a CPI?

Most companies talk about how important it is to be customer-centric and how serious they are about that. I claim that they have a considerable challenge due to that all they measure is company-centric.
Companies that truly desire to become customer-centric must measure how their company is performing from the point of view of their existing customers.

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Why is customer satisfaction important?

Most decision-makers understand that customer satisfaction is essential. Yet, too many companies approach customer satisfaction as an afterthought, it becomes a “nice to have” rather than a “must-have”. In this article, you’ll learn why focusing on customer satisfaction is so important, and what the key reasons are for you to prioritise it and make it a vital part of your business practices.

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What company treats you exactly like you want to be treated?

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

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How to interact with customers

I hope that B2B companies will soon make sure that they increase the number of thoughtfully integrated opportunities for their prospects and customers to have conversations with their experts.

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Why chatbots are important and how they work

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.

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INBOUND19: "A new species of disruptor"

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.

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How to succeed online? Be a butcher!

It's Friday afternoon, and I stand in the queue to my local butcher. As I approach the counter, I notice that the customer in front of me is greeted with a polite smile and the question "Should it be the usual?". "Yes please, and also some cold cuts since I have friends visiting this weekend". When it is my turn, I am greeted with a happy "Hi Anders!",  followed by a chat about my favourite football team.

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Stop asking your customers about satisfaction and expectations!

Are you tired of being asked questions from companies regarding your satisfaction and expectations? I know I am.

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Tips for creating buyer personas

The importance of the buyer persona is evident but where do you start with building one?

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Reflections on how it is to be a human being today

All companies know that business success correlates with how well a company satisfies its customer's needs. The success of Amazon, Apple and Tesla are often described as the organisation's ability to understand people's motivation, goals and desires. However, even though everyone is aware of the relationship between customer insights and long-term prosperity, a surprising number of companies don't know their customers.

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Is it disruptive to have satisfied customers?

In 1995, the Harvard Business Professor Clayton Christensen introduced the theory of disruptive innovation. Ever since then the term has gained popularity, and today the expression has turned into a wide term for describing innovative companies. The desire to disrupt is strong among entrepreneurs who constantly launch "the new Uber for an industry", but only a handful understand the true meaning of the concept.

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Do you understand why you should only look from the outside?

For the last couple of years, it has become common to use the expressions "outside-in" vs "inside-out" perspective. I believe 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. 

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Is your company customer-centric?

What is your company’s primary focus? What is your honest reply? Many sincerely believe that they are customer-centric or focused on the customers they serve—when, in fact, they aren’t at all.

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What are B2B buyers’ biggest turnoffs?

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.

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