Do You Really Want to Know What Customers Think?

As you build out your customer experience strategies and work on the plan for your customer-first approach – do you have a plan to actually listen?  Do you really care what they (your customers) think?

There’s a funny thing that happens when people pay you for your products or services… they are pretty open to telling you what they think – that is if you ask and listen.

Too often, we think about 400 strategies that we believe will engage our customers.  But, if we are really honest 399 of those are completely self-serving.  We don’t really want to hear what they think.  We want them to hear what we think.  And we don’t really intend to change anything based on the clients’ advice… because in most companies – change is really hard to make happen.

That is why if you really do want to listen to what they think, and if you really are committed to change – you will differentiate your business from the others.  Yes, by simply listening, repeating back what you heard, acting on the advice and showing change you will deliver an exceptional and differentiated customer experience.  How do we know this?  We know it because we’ve witnessed a few businesses do it and used the customer insight to not only enable a better customer experience but to also create new product and services offerings.

So – do you really want to know what they think?

Related Stories

Selling to the C-suite – Stop Pitching

Posted on 04.18.2022 by in Featured, Understanding the C-Suite

Effective sales people will tell you that selling is as much science as art. Selling to the C-Suite even more so. Done well, it requires a system that can be planned, delivered, measured and repeated. Yet often, sellers fear they  

Continue Reading »

Recruiting and Refreshing Advisory Board Members

Posted on 02.20.2022 by in Customer Advisory Boards

Is your  Client Advisory Board in need of recruitment and refreshment of its membership? Do you have existing client Board members who aren’t meeting the bar of their peers? Here are some tips on how to recruit  

Continue Reading »

Customer Advisory Boards: Jumpstart Your Customer Experience Model

Posted on 01.24.2022 by in Customer Advisory Boards, Featured

Designing a customer experience model that works, and finding a lever to get traction at a strategic level provides both challenge and opportunity for marketing leaders.

In a recent interviews conducted by Farland Group with leading Chief Marketing Officers (CMOs) and  

Continue Reading »

A Strong Pipeline is the Key to Revitalizing Customer Advisory Board Membership

Posted on 07.29.2021 by in Customer Advisory Boards

Retirements and role changes in the C-suite can wreak havoc on Customer Advisory Board membership, taking it from robust and static to multiple open seats in the blink of an eye. While this might cause panic at first, it  

Continue Reading »


Customer Advisory Boards

Customer Advisory Boards are powerful engines of engagement, insight, and business transformation. Make the most of yours.

Meeting Facilitation: Virtual and In-Person Boards » Taking Your Customer Advisory Board Meetings Virtual »

Learn More »

Engagement Strategy

Like any good relationship, customer engagement is a long-term, reciprocal effort. When done well, meaningful engagement leads to better business results, faster.

Engage Your Customers to Help You Stop Pitching » Getting to a Customer Engagement Mindset »

Learn More »

Understanding the C-Suite

Building C-level programs that are meaningful and bring value to you as well as to your c-suite customers is challenging. Veiled sales pitches won’t win the day with this audience. Deliver what executives want: ideas, inspiration, innovation, influence.

Building a C-Suite Client Experience Strategy » Do you Know What Your Customers Value? »

Learn More »