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 »
President & Founder
Jane has more than 20 years of experience building marketing and communications strategies for leading technology, healthcare and financial services brands. Her early work was with business-to-consumer (b2c) companies like Perrier, Rollerblade and Black & Decker. She took her market testing b2c expertise to the business to business space helping large enterprise brands like IBM, Morgan Stanley Capital International, Fidelity and Microsoft Health to transform their client experience.
For fun:
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.
Professional organizations:
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.
Education:
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.
For fun:
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.
Professional organizations:
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.
Education:
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.
C-Suite Insights: From Digital Transformation to Customer Advocacy
Farland Group has the honor of helping our clients host forums that convene the top 20% of their customer base. At a recent gathering of 150 CIOs, it struck me that CIOs were engaged in a different set of discussions »
Customer Advisory Boards: Uncover “What You Know That Ain’t So”
Customer Advisory Boards are terrific tools to tap the rich source of customer insights. But, getting that customer insight and really hearing and understanding it in the context it is intended—versus the context in which you may wish to hear »
Is Your Facilitation Killing your Customer Advisory Board?
If your advisory board is struggling—or you’re just getting started and want to avoid the most common pitfall—consider carefully:
Is the person in the facilitator’s chair really ready to…facilitate? We share some of the common downfalls of board leaders and facilitators—and a checklist of characteristics that strong leaders share.
Customer Advisory Boards – It’s What You Celebrate
“Some say you are what you measure… but we seem to get results from what we celebrate.” This was a statement made by a CEO of a very large, publicly traded company—not really what I expected. ‘You get what you »
Customer Engagement Requires a Long-Term View
“Getting closer to the customer” is an all-too common goal of companies. And while the refrain has a nice ring to it, enabling a strategy to deliver on that promise is not trivial. After all, we know that customers have »
Strategy Advisory Boards: Elevate Your Voice at the Table
Findings from a recent McKinsey report show that CEOs are placing the customer and customer-centric programs at the core of their strategies. While this may seem intuitive, enabling a customer-centric approach is a significant challenge, particularly for well established companies that »
Building an OmniChannel Strategy? Your Customers Can Help
OmniChannel – a term that retailers have been using for several years – has come into vogue with B2B marketers in 2014 and may well replace Big Data as the buzzword of the year. Whether you like the term or »
Measuring Customer Engagement: Managing the Attribution Challenge
Heather Higgins , Global Marketing Leader, Strategy & Analytics, IBM and I spoke last week at an ITSMA event on the importance of customer engagement strategies. We shared examples of how IBM is building a very deliberate customer engagement approach targeted »
Customer Advisory Board as Strategic Weapon
Customer advisory boards require leadership from your strategy team to be successful. Here are some tips on how to gain the executive sponsorship you need to ensure success.