We facilitate many Customer Advisory Boards with C-level audiences (CIO, CMO, COO) who are critical to the future of our clients’ businesses. In a recent meeting a Board member asked me a simple question – “what makes this work so »
President & Founder
Jane is an avid runner and cyclist and can be found on the soccer pitch. She enjoys traveling and exploring new parts of the world with her family.
EO (Entrepreneurs Organization), The Boston Club, The Commonwealth Institute, Boston Chamber of Commerce. Jane is also actively involved and on the boards of several non-profit organizations.
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.
When developing Board meeting sessions we ask our clients to be clear about where they want advice. We ask them to consider the questions they have for the Board; where they need advice; and how an external voice could help their thinking.
In developing customer listening systems – whether digital tools like Twitter or more complex systems like Advisory Boards – avoid course correcting for the loudest voice in the room. Instead, listen for the most important.
An ongoing customer engagement strategy requires planning and an investment in the development of compelling content and interactions that keep your customers coming back. Here are tips in building a more systematic engagement approach with your customers.
Difficult customer feedback can be challenging to listen to, but can provide the foundation for a very positive future relationship.
Customer centricity is not as simple as making it your mission statement – done well it often requires a change in incentive structures and organizational design.
Sometimes we all need to take a moment and stop to reflect upon what we are doing and why. The constant go-go-go of our businesses and personal lives don’t often give time for reflection, thinking or even an extra moment »
The Net Promoter Score (NPS) is a customer loyalty measurement that brings great value and a simple measurement for organizing companies around customer centricity. Here are some pros and cons to the metric.
Personalization requires a focused strategy that extends beyond the acquisition phase of the customer life cycle. Tips on how approach the personalization challenge for B2B businesses.
The brain is not designed to multi-task effectively when you need to focus. If we all stopped multi-tasking in meetings, we believe we could cut meeting time in half.