At this time every year, those of us in the United States tend to reflect back on the year and the things that we are thankful for. This year – as I have been since I joined Farland Group – »
Vice President, Client Services
In her free time, Anne enjoys running, cooking, baking, reading, ten pin bowling and spending time with her family.
Anne holds a BS in elementary education from Russell Sage College.
Creating a Customer Advisory Board? Your Internal Team Matters
Companies launching a Customer Advisory Board or Council place a lot of focus on recruiting the right group clients – who to invite and what criteria to use. However, we often see less attention paid to the internal team required »
From Seller to Advisor: Engage Your Customers to Help You Stop Pitching
At the 2015 ITSMA annual conference, we considered, “If it is all about the customer experience, why are we still pitching?” We share the key takeaways from our discussion with Janis Fratamico, Director, Relationship Marketing at Bloomberg and David Coates, Director, Customer Programs at Iron Mountain, about relationship-based engagement…and four ways your can help your organization work from a customer point of view.
What is a Customer Advisory Board – Really?
Companies apply “customer advisory board”, “client advisory council”, and similar terms to almost any forum involving customer input and interaction. Such a broad definition—“a forum for customer feedback”—causes confusion. Which customers? Feedback about what? Who needs insight? How will they »
Customer Advisory Board Agenda Development: It’s a Balancing Act
The spring meetings have wound down, the heat of summer is in full effect, and now it is time to turn our attention to the fall, with another round of customer advisory board meetings just around the corner. With many »
Customer Experience Conundrum – The Fine Line Between Self-service and Customer Service
Self-service, when it works, it is a wonderful thing: online shopping when insomnia strikes, checking in for your flight on the way to the airport, using your phone to hail a ride downtown. However, there are still plenty of occasions »
The Power of Customer Input: It Doesn’t Have to be All Good
I am an ardent believer in providing feedback to companies I purchase from. I tweet about the amazing, personalized, almost-like-opening-a-gift experiences with shoe retailer M.Gemi or stationer Felix Doolittle. On the flip side, I also do not hesitate to call »
Help, My Customer Advisory Board is Shrinking!
What do you do when you find that a large portion of your customer advisory board has suddenly turned over due to retirement and role changes? Panic, is the first thought that comes immediately to mind. But once that initial »
The Power of Face-to-Face Engagement in the Digital Age
A CEO program that we work on just celebrated a milestone anniversary – 100 years of bringing Fortune 100 leaders together. To celebrate this momentous occasion, we recently convened this group, bringing together current members and alumni members. When this »
2018 Trends that will Dominate the C-Suite
It’s a new year and as we prepare for 2018 programs, we are spending time speaking with Customer Advisory Board (CAB) members and learning their most pressing issues for this year. The top 3 topics are not surprising to us; »