Put your Promoters to Work: Customer Advisory Board
•
1 like•148 views
Put your Promoters to Work: Customer Advisory Board presented by Dan Fleetwood, President, QuestionPro Communities on NewMR. Actively listen to your most important customers. These customers are the ‘Promoters’ on your NPS question. Recruit them to a Customer Advisory Board to tap into and learn more about them over time and why they are truly your ‘Promoters’. Use the tools of a community to co-create with your top customers and uncover new insights. Key Takeaways - Uncover how effectively tap into your ‘Promoters’ - Learn how to actively listen to your most important customers. - Find out more about a community and how this technique can lead to unprecedented insights.
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Similar to Put your Promoters to Work: Customer Advisory Board
Similar to Put your Promoters to Work: Customer Advisory Board (20)
More from Ray Poynter
More from Ray Poynter (20)
Recently uploaded
Recently uploaded (20)
Put your Promoters to Work: Customer Advisory Board
- 1. Put Your Promoters To Work: Customer Advisory Board October 2019 Webinar Friday 10 October Live broadcast 10am New York (3pm London) Dan Fleetwood President, QuestionPro Communities
- 3. Dan Fleetwood | President, QuestionPro Communities Put Your Promoters To Work: Customer Advisory Board
- 4. The Experience Economy - Evolution... 2010 Measurement 2015 Enablement 2020 Transformation
- 5. 2010 - It was all about measurement Measure what matters
- 6. 2015 - Enablement & Management Get the data to the right place, right people, right time.
- 7. 2020 - It’s about Transformation Help companies transform experiences
- 8. Three Key Agenda Items 1. Uncover how to effectively tap into your 'Promoters' 2. Learn how to actively listen to your most important customers 3. Find out more about a customer advisory board/insights lab
- 10. Did you know? The richest man in the world - $124.3 Billion (well - now divided by two) and CEO of Amazon, Jeff Bezos, always has an empty chair in his meetings. “Customers Always Need a Seat at the Table”
- 11. Phases of Customer Experience
- 12. Web Engagement Purchase Retail Journey Example In-Store Consideration Purchase Social Sharing Referrals Loyalty Delivery Post-Purchase In-Store Beacon Personalization Engagement Promotions In-the-moment Post-Purchase Pre-Purchase In-Mobile App
- 13. Do I have the insights to make better business decisions? Am I evolving to meet my customer’s expectations? How can I delight my customers? Key Questions CX Answers - Improved with CAB
- 14. Empower Put your promoters to work! Co-create Impact
- 15. NPS - Recruiting Promoters
- 16. Customer Satisfaction - Recruiting Highly Satisfied
- 17. Customer Advisory Board Example
- 18. CAB - Tools in the Box Surveys & Polls ○ Additional quantitative insights IdeaBoard ○ Ideation engine to capture feedback and ideas from your top customers Topics & Discussions ○ Empower customers to post a topic/question & live online focus group Rewards ○ Fully integrated system with custom rewards and gift cards
- 19. Promoter Community | Empower the passion...
- 20. Co-create with your promoters
- 21. Cheesecake Factory - Case Study ● Co-created with promoters ● Voted and submitted ideas ● One of the most upvoted ideas was taking ketchup bottles away ● Win for all involved - Management, Customers, & Employees ● 6 figure cost savings!
- 22. Insights Gained ● Learning over time - empowerment ● Innovate with your top customers ● Insights for true impact
- 23. Key Areas of Impact Increased Sales Acquisition & Retention Product
- 24. Key Takeaways ● Tap into your 'Promoters' ● Actively listen to your most important customers ● Create a customer advisory board/insights lab
- 26. Q & A October 2019 Dan Fleetwood President QuestionPro Communities Ray Poynter Chief Research Officer Potentiate