Taking your Customer Advisory Board Meetings Virtual

As my colleague Camille Antonetti wrote in her recent blog, COVID-required social distancing and stay at home measures have necessitated organizations to shift their in-person events and meetings to virtual platforms. In our work at Farland Group, we have conducted customer advisory board virtual sessions for years. Here are some key areas we focus on to create a valuable experience for all participants.

Agenda realignment. Going from a content-packed 8-hour agenda spread over two days to a 1-2-hour virtual session requires taking a good look at the areas of highest priority – for your organization and your clients. Which topics are the must haves? What are the areas that you need advice in order to keep your strategies and plans moving forward? If you start by looking at your agenda through that lens, you will arrive on a topic that you can really dig into during a shortened session.

Session facilitation. Webinars and teleconferences require a different type of facilitation. Not being able to see the audience and taking in their physical cues such as facial expression or body language, makes it a bit tougher to gauge how they are reacting to the content being presented. Seasoned facilitators know that this type of situation requires planned pauses to check in with the audience. Does the information resonate? What are they experiencing in their organizations? Selecting a few individuals in advance of the session to call by name to provide perspective also helps to keep the engagement high and the discussion flowing.

Over the last 6 weeks the world has changed dramatically, and it will likely be a while before we are all back meeting physically face to face at customer advisory board meetings and events. Virtual sessions are a great way to keep important areas of your strategy moving forward and stay connected to your customers.

Related Stories

What Does Your Hybrid Customer Advisory Board Meeting Look Like?

Posted on 09.13.2021 by in Customer Advisory Boards

It’s been nearly two years since most of us went all-virtual… all.the.time. As we push forward with customer advisory board meetings, one thing is clear — there is no definitive answer on what a potential hybrid meeting will entail.

Continue Reading »

Customer Advisory Board 101: What it is that I do

Posted on 08.23.2021 by in Customer Advisory Boards

Explaining to family and friends what my job entails around customer advisory board work is complicated. When people ask about what I do, I find myself using long-winded sentences that sometimes trail off into the sunset as I provide every  

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 Board Engagement: Strategies for Driving Action in between CAB Meetings

Posted on 07.8.2021 by in Customer Advisory Boards

Successful Customer Advisory Boards (CABs) feature a high level of member engagement during meetings – members offering perspectives and direct input into the topic areas presented. Keeping that momentum going in between meetings is imperative but can be challenging  

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 »