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.

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

2. Sponsors
Communication
Gold
Silver
October
2019

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

9. Customer ‘Experience’

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

25. dan.fleetwood@questionpro.com
Dan Fleetwood
@dan_qpro
danfleetwood
Thank you!

26. Q & A
October
2019
Dan Fleetwood
President
QuestionPro Communities
Ray Poynter
Chief Research Officer
Potentiate

27. Sponsors
Communication
Gold
Silver
October
2019