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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
Sponsors
Communication
Gold
Silver
October
2019
Dan Fleetwood | President, QuestionPro Communities
Put Your Promoters To Work:
Customer Advisory Board
The Experience Economy - Evolution...
2010
Measurement
2015
Enablement
2020
Transformation
2010 - It was all about measurement
Measure what matters
2015 - Enablement & Management
Get the data to the right place, right people, right time.
2020 - It’s about Transformation
Help companies transform experiences
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
Customer ‘Experience’
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”
Phases of Customer Experience
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
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
Empower
Put your promoters to work!
Co-create
Impact
NPS - Recruiting Promoters
Customer Satisfaction - Recruiting Highly Satisfied
Customer Advisory Board Example
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
Promoter Community | Empower the passion...
Co-create with your promoters
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!
Insights Gained
● Learning over time - empowerment
● Innovate with your top customers
● Insights for true impact
Key Areas of Impact
Increased Sales Acquisition & Retention Product
Key Takeaways
● Tap into your 'Promoters'
● Actively listen to your most important customers
● Create a customer advisory board/insights lab
dan.fleetwood@questionpro.com
Dan Fleetwood
@dan_qpro
danfleetwood
Thank you!
Q & A
October
2019
Dan Fleetwood
President
QuestionPro Communities
Ray Poynter
Chief Research Officer
Potentiate
Sponsors
Communication
Gold
Silver
October
2019

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