Executives spend more than half of their time locked away in meetings, yet many of these meetings are not focused on results and are poorly facilitated. Looking to build more productive meetings? It isn't that difficult, commit to outcomes.

Customer experiences are often judged by the closing experience. Done well, the experience is deemed positive. Too often these experiences are forgotten.

Customer centricity is not as simple as making it your mission statement - done well it often requires a change in incentive structures and organizational design.

Customer Engagement requires peer discussions and opportunity for peer to peer advocacy. Step aside marketers let your clients sell.

Executive engagement strategies should largely focus on existing customers. Sometimes, prospects are a good add to the mix and can bring forward new results

Growing up, I would often hear the saying that “honesty is the best policy.” It’s always best to be upfront, otherwise you’re only masking underlying issues and more often than not, that lid won’t remain closed. As an adult, I can attest that I remind my six-year-old of this…. on a near-daily basis.

have an even greater understanding of the value that our clients and their customers who participate in customer advisory boards gain from attending shorter, but more frequent virtual sessions.

In a world that is full of tension and polarization, we look to our work to bring us salvation, sanity, and a sense of working toward a shared set of goals. We need to enter discussions willing to take feedback, and willing to be curious.

Our recent qualitative interviews for several upcoming Customer Advisory Boards indicate that C-level executives are looking for peer groups to share experiences with and engage in discussions about how to to move forward in the uncharted waters post COVID-19.

We have all been affected by the COVID-19 health crisis. It has upended everyday life in ways that were previously unimaginable, and each of us has our own complex situation. What I’ve learned over the last month may have zero to do with customer advisory boards, but it’s still important as we all try to continue moving forward.

In recent weeks and the health crisis that is COVID-19, the power of virtual meetings has never been so clear. Farland Group already uses virtual sessions to engage customer advisory board clients in-between the in-person meetings, and given the current environment, most (if not all) of our upcoming customer advisory board sessions are continuing on — in a virtual setting.