VOC & Customer Advisory Boards

  • Identifying the RIGHT Customers for CABs

    You Want Customers with Insights and Passion for the “Jobs” They Do

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    Whom should you invite to be on your Customer Advisory Board? The answers may surprise you. Try recruiting insightful, strategic thinking end-users rather than purchasers or decision-makers.
    Aug. 21, 2015
    All Members
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  • Creating Customer-Centric Websites

    Ensure that Your Customers Can Easily Accomplish What They Came to Do

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    Your web site should clearly demonstrate that you understand what it is that your customers are trying to do—their key scenarios—as they relate to your products and services. Are you putting your customers’ scenarios front and center? And are you allowing them to progress through their scenarios without any detours or obstacles?
    Mar. 5, 2015
    All Members
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  • Co-Designing Health & Care with a Community

    How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements

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    Boothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process.
    Jan. 29, 2015
    All Members
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  • Three Mistakes that Make Customer Co-Design a Waste of Time and Money

    Don’t Bother If You Aren’t Going to Take Advantage of Your Customers’ Input

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    Not every customer co-design initiative nets improved customer relationships and financial gains. Avoid these costly errors to reap the rewards you and your customers want.
    Jan. 22, 2015
    All Members
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  • 10 Characteristics of Customer-Centric Execs

    How Many Do You Embody?

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    Here are 10 characteristics that every customer-centric executive should demonstrate. They range from having a customer vision to monitoring what matters to customers. How well do you stack up?
    Jul. 17, 2014
    All Members
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  • Leading an “Issues and Vision” Discussion with CAB Participants

    Tips for Gaining a Lot of Customer Context in a Short Time

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    Want to kick off a Customer Advisory Board session the right way? Start by leading an Issues and Vision Discussion to surface customer issues and to create a bonding experience that will result in a thoughtful and successful CAB meeting.
    Apr. 2, 2014
    All Members
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  • Interviewing End-Customers

    Tips and Sample Questionnaires

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    Interviewing customers is the best way to understand what they do, what they need, and what they care about. But effective interviewing is an art and a skill to be nurtured. Here are tips and samples to help you get the most out of customer interviews.
    Feb. 6, 2014
    All Members
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  • How to Use VOC to Create Fitness Fans for Life

    Blair McHaney Uses Daily VOC to Improve Customer Experience and Front-Line Engagement at Gold’s Gyms in Washington

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    Meet visionary customer advocate Blair McHaney. He uses customer metrics and methods in daily operation, leveraging a customer-centric culture and Medallia VOC software.
    Jan. 23, 2014
    Strategies
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  • Requiem for a Community’s Hospital

    How Customers Are Losing Local Healthcare Providers in Rural Communities

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    The story of how a rural coastal community lost its beloved local St. Andrews Hospital, all the efforts made to save it, and why they weren’t enough. MaineHealth didn’t involve its customers in the decision. It ignored their efforts to gain control.
    Oct. 10, 2013
    All Members
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  • Customer Co-Design for Elder Independence

    Approach for Elders to Age in Their Homes

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    Dr. Allan Teel's new book  tells the remarkable story of an innovative “virtual assisted-living” program that was co-designed with 40 elders in Maine and is now rolling out across the country. 
    Jun. 13, 2013
    All Members
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  • What Constitutes a Customer Community?

    Hint: It Isn’t a Bunch of Facebook “Likes”

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    What constitutes a “true” customer community? A shared sense of purpose and ownership and a distinctive, often well-guarded culture.
    Feb. 28, 2013
    Strategies
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  • Tips for Interviewing Customers, Partners, and Stakeholders

    How to Most Effectively Find Out what Customers Want and Need

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    In over 25 years of interviewing customers, we have some insights to share about what makes an interview valuable. This report provides tips and techniques.
    Dec. 20, 2012
    Strategies
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  • VOC: Using Customers’ Interviews to Inform Decision-Making

    How the Residents of a Small Community Are Shaping the Future of Healthcare

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    We used interviews of residents on the Boothbay peninsula to help keep cherished St. Andrews Hospital, which Maine Health wants to turn into a walk-in clinic. I interviewed 48 patients and published verbatims. The result: a stay of execution.
    Dec. 13, 2012
    All Members
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  • Creating Customer Advisory Boards that Your Customers Will Love!

    How to Design a Successful “Outside In” CAB Program for Your Customers and Top Executives

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    The most successful CABs follow a customer-empowered model in which customers’ issues and priorities are the focal point for the meeting. Don’t show off your ideas; let customers strut their stuff and see how well it meshes with your roadmap.
    Oct. 25, 2012
    All Members
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  • Measure What Matters to Customers

    The New CSM Guidebook: Part 5: The Vital Importance of Metrics

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    Measuring things is easy. Figuring out what to measure is hard! Here are guidelines for defining metrics that matter to customers and how you should measure your organization's performance and bottom-line opportunities based on these measurements.
    Aug. 9, 2012
    All Members
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  • Does B2B Customer Experience Differ from B2C CX?

    A Customer Is a Customer

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    Don’t let arbitrary categorization, such as B2B versus B2C, to allow you to provide anything but the best customer experience for your individual customers, whether they are wearing a business or consumer hat.
    Jul. 12, 2012
    All Members
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  • Setting Expectations for Customer Co-Design and Other Customer-Facing Engagements

    The New CSM Guidebook: Part 4: Setting Expectations

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    No matter how well prepared you are for your customer-facing events, you won’t be completely successful if the expectations of participants haven’t been clearly set. Here are tips for setting the expectations of customers, partners, and internal stakeholders.
    Jun. 14, 2012
    Strategies
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  • KANA Experience Analytics

    Powerful Analytics, Tight Integration with KANA Service Experience Management

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    KANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength.
    May. 24, 2012
    Technologies
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  • Tips for Email Communications for Customer-Facing Engagements

    The New CSM Guidebook: Part 3: Communicating with Customers

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    When planning customer-facing engagements, the relationship begins long before the customers show up to the session. Here are guidelines for writing effective communications that surround a customer co-design event.
    May. 10, 2012
    Strategies
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  • When and How to Embed Customer Co-Design into Your Projects

    What Customer Co-Design Options Fit Your Purview?

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    We have found at least six opportunities to embed customer co-design into the projects you’re already doing. Our recommendation? Use customer co-design early and often.
    Apr. 19, 2012
    Strategies
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