#ceos #cmos #ccos #privateequity #venturecapital . . .

“The second requirement for building a healthy organization—creating clarity—is all about achieving alignment…Within the context of making an organization healthy, alignment is about creating so much clarity that there is as little room as possible for confusion, disorder, and infighting to set in. Of course, the responsibility for creating that clarity lies squarely with the leadership team.”- Patrick Lencioni, The Advantage: Why Organizational Health Trumps Everything Else In Business

This quote comes from one of my all-time favorite business books. And I dare say, clarity is more important now than it has ever been.

Did you know that one of the greatest advantages of forming a Customer Advisory Board is actually a leadership advantage? Yes, that’s right. When you engage your key customers in a Customer Advisory Board, the leadership team MUST work toward being on the same page before entering the board room with the customers. To show up in front of your top customers with the left hand not knowing what the right hand is going to do and say is a recipe for disaster. This takes work, but we have a proven process.

Is your leadership team properly aligned to lead through today’s challenges?

#customeradvisoryboards

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#ceos #ccos #cmos #privateequity #venturecapital . . .

It’s absolutely critical to have a deep understanding of both the positive and the negative that your customers are experiencing.

Knowing the negative gives you insights into the promises that were broken and the expectations that were not met. Negative comments can show you where you need to catch up, but it is rare that they will give you an insight about how to lead. That requires something more.

Positive feedback gives you insights into what customers will consider their baseline for expectations in the future. These comments describe what customers admire, love and want more of.

When you bring together a deep understanding of what your company does well and does poorly, whether this feedback is from a bottom-up or top-down research approach, (and you need both), you will be ready to generate insights that will give you “ProphetAbility.”

You can learn more by reading our book, “ProphetAbility – The Revealing Story of Why Companies Succeed, Fail, or Bounce Back,” available on Amazon.

Tony Bodoh Mark DiMassimo Mark S A Smith

#strategy #customeradvisoryboards #marketing #leadership #retention#customerexperience #customers

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#ceos #cmos #ccos #privateequity #venturecapital . . .

“Not getting it wrong does not remotely equal getting it right.” ~Dr. Martin Seligman

Consider this: 80% of brands believe they deliver great customer experiences, but according to WFA Marketers, only 8% of consumers agree. That’s a massive disconnect.

Imagine how this statistic would change if the companies doing the marketing were actually tapped into the human experience of the customer rather than the traditional customer experience. Aligning not just what customers do or how they feel for a few moments of their day when acting as a customer, but more pointedly, what these actions and feelings mean for the person as a human being has a dramatic impact on the things companies value most, including loyalty, referrals, and overall connection to the company brand.

Read more in our book, “ProphetAbility – The Revealing Story of Why Companies Succeed, Fail, or Bounce Back” by Tony Bodoh and Betsy Westhafer, available on Amazon.

#customeradvisoryboards #customerexperience #customers#customerloyalty #retention #saas #marketing #cx #brand #strategy

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My friend and collaboration partner, Marina Erulkar, shares some extremely important information in her post today. The key to navigating this monumental change we are all experiencing is knowing your customers and building relationships. Period. End of story.

Have you formed your Customer Advisory Board yet? Have your competitors? Those who gain a deep understanding of their customers will come out on the winning end of this transitional time in our history.

Join the conversation here.


#knowyourcustomers #customeradvisoryboards

#ceos #cmos #ccos #privateequity #venturecapital . . .

Confidence in decision making comes from having enough information to lead in the right direction.

Yet often times, much to their detriment, executive leaders don’t tap the well of information that is guaranteed to give them the most accurate, up-to-date, and impactful insight they need. That gold mine is know as #customers.

In this era of pronounced risk mitigation, the one thing that all leaders can do to ensure that their decisions are indeed the right ones is to systematically engage with their clients at a strategic level.

Knowing where your customers are heading is central to knowing where you should head.

Through a Customer Advisory Board, you can ask high-level questions of your key customers including:

❓ We are considering this pivot. Would this work for you? Would you be willing to pay for this?
❓ How can we better support you during this challenging time?
❓ What are your top three priorities in the next three months? What can we do to help you achieve these objectives?
❓ What would make it easier for you and your team members to do business with us?

Imagine how much more confident you would be if you had the this type of information prior to making strategic decisions.

#customeradvisoryboards

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#ceos #cmos #ccos #privateequity #venturecapital . . .

I recently came across a highly informative report by Gallup called, “Analytics and Advice for B2B Leaders.”

In it, they share the “Characteristics of the Best B2B Relationships:

✅ Leader-to-Leader Collaboration
Top-to-top connections enable forward-thinking strategizing, as well-informed leaders pursue the most promising opportunities for long-term growth.

✅ Risk-Taking
For B2B leaders, risk means going first, showing value early, and investing in the relationship before a return is apparent.

✅ Clear Goals and Expectations
To maintain clarity of expectations, both business should meet regularly as a cross-functional team, including executive sponsors, functional managers, and day-to-day relationship participants.

✅ Ongoing Transparency
When done correctly, revealing intentions creates trust and allows leaders to find win-win opportunities.

✅ A Long-Term Perspective
Outcome-driving relationships don’t happen overnight. In the best partnerships, both sides understand that payoffs might take a while.”

All of the above can be achieved by engaging a Customer Advisory Board. We would love to assist you in creating these crucial B2B customer relationships.

#customeradvisoryboards #organicgrowth

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#ceos #cmos #ccos #privateequity #venturecapital . . .

What is the cost of status quo to your business?

Former Rotman dean, Roger Martin, discusses this in his paper, “Underestimating the Risk of Status Quo.”

Per an article in the Harvard Business Review:
“Martin describes how executive teams carefully explore the risk of different courses of action, but neglect to make a similar assessment of the risk of staying the course. Unfortunately, failing to assess the risk of the #statusquodoes not mean the risks won’t materialize – it just means you won’t be adequately prepared when they do.”

I would add that changing courses without proper input from your customers adds risk as well.

In this time when executive teams are evaluating how to move forward, I offer this:

1. Status quo is a risk not worth taking
2. Changing courses without strategic input from your customers is equally risky and can lead to the same results as holding on to the status quo.

Customer Advisory Boards provide the forum for gaining these strategic insights that will help you move forward in alignment with the market and with the trust of your key customers. If you haven’t yet built your Customer Advisory Board, I’d be happy to provide counsel.

#customeradvisoryboards #strategy #customerinsights

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#ceos #cmos #ccos #privateequity #venturecapital

According to a recent Gallup article:

Companies that engage their #b2b customers by “becoming a trusted adviser” and “delivering customer impact” see 50% higher revenue/sales, 34% higher profitability and 63% lower customer attrition.

Crunch the numbers. What would it mean, in real dollars and cents, for you to see a:
❓ 50% increase in revenue
❓ 34% increase in profitability, and
❓ 63% decline in customer attrition?

What are you doing to work toward the status of “trusted advisor” with your customers?

How are you “delivering customer impact?”

How much time and energy are you putting toward the development of the above?

Customer Advisory Boards help executives develop trusting relationships and create positive impact for their customers, and the ROI of such an initiative is indisputable.

#customeradvisoryboards #customerretention #revenuegrowth #profitability

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#ceos #cmos #ccos #privateequity #venturecapital . . .

Would you rather know or would you rather guess?

When it comes to making strategic decisions, sadly a large majority of leaders develop a hypothesis and never bother to validate it. How many times have you seen an organization come up with what they believe to be a great idea, rally the support of their colleagues in the #csuite , invest a ton of money in R&D, Sales, and Marketing, only to see it become a well-publicized failure?

Although we could all learn from taking a scientific approach to this, (i.e. validate the hypothesis with data), this is definitely not rocket science.

A Customer Advisory Board is the simple solution to ensuring that what you put out into the market resonates and is something that your customers and prospects will pay money for.

By building and deploying a Customer Advisory Board, you can engage your key customers in strategic decisions which will provide the following benefits:

🔷 Validate that your course of action is on point
🔷 Build trust
🔷 Create #loyalty
🔷 Develop deep, meaningful relationships
🔷 Create advocates
🔷 Increase customer #retention
🔷 Increase account value

Knowing pays big dividends.

#customeradvisoryboards

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#ceos #cmos #ccos #privateequity #venturecapital . . .

Are your customers holding you at arm’s length? If so, it’s a big red flag. Listen in to hear how to avoid this business killer: This Is How We Become World-Class With Joe Lynch.

Great insights on our podcast interview with Joe Lynch.

Tony Bodoh Joe Lynch

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#ceos #cmos #ccos #privateequity #venturecapital . . .

Since at least 1995 when the term Customer Relationship Management (#crm) was coined, companies have been claiming to have #relationships with their customers. Unfortunately, this is hardly true for many companies today. At best, they have a collection of data about #customers, but few of the employees and likely none of the executives of any company of size really know their customers.

Knowing your customer is not the same as knowing about your customers.

No accumulation of facts will ever equal a relationship. It’s as if companies think that automated personalization of a user experience is somehow better than an authentic moment of human connection. It is this social connection that helped our species and other species with a hive mindset, like ants and bees, thrive. Together we are stronger. Apart we die.

How committed are you to building relationships with your customers so that together you will be stronger?

Learn more in our book, “ProphetAbility – The Revealing Story of Why Companies Succeed, Fail, or Bounce Back.” https://lnkd.in/dFg5M3bTony Bodoh

#customeradvisoryboards #executives #csuite

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#ceos #cmos #ccos #venturecapital #privateequity . . .

How well are you getting to know your customers?

Making an active effort to learn more about your customers and improve your customer relationships comes with fantastic opportunities to learn and grow.

Ryan Schreiber, CarrierDirect’s Director of Engagement, chats with Tony Bodoh and me to discuss why #customer relationships should be at the center of your universe.

While continuing to work on these customer relationships might be more difficult in the “New Abnormal,” you have to invest in keeping these connections and providing transformation and value to your customers.

Are you consistently investing in your customer relationships?

To listen to this episode, click here.

#customeradvisoryboards #customerengagement #customerrelationships

Join the conversation here.


#ceos #cmos #ccos #venturecapital #privateequity . . .

Concluding my Tuesday series, I will provide you with statements to consider with regard to #customerengagement as you plan for the new world of business.

The statements will fall into six categories:
🔹 Strategy
🔹 Innovation
🔹 Internal Team Alignment and Engagement
🔹 Commitment
🔹 Value Add
🔹 Advocacy

In evaluating your answers to these statements, rate your organization as you consider these three things:
1. We do/have this.
2. We do this consistently.
3. We do this effectively.

Today we will dive into #advocacy:

🔺 Our customers serve as brand ambassadors and advocates.
🔺 We have a system in place for how we can engage our best customers to assist in our sales and marketing activities.
🔺 We have a system for identifying opportunities for new #revenue within our key strategic accounts to aid in accelerating organic growth.
🔺 We have developed and deployed a plan for leveraging our key customer relationships.
🔺 We have a #strategy in place for gaining marketing intelligence directly from our customers.

If you would like to take the entire Customer Engagement Assessment and get your CE baseline score, email me at betsy@thecongruitygroup.com.

#customeradvisoryboards #customerretentionretention

Pete Mills

Join the conversation here.


#ceos #cmos #ccos #privatequity #venturecapital . . .

Experience Economy: “I pay for what I expect to feel. I buy a feeling.”

Transformation Economy: “I pay for who I expect to become. I buy a new identity.

In the Transformation Economy, CEOs are asking:
❓ How are you going to help our company transform?
❓ How are you going to help our company adjust to the market?
❓ How are you going to help our company become what we want to become?

A practice for B2B CEOs to gain these insights is the executive-level Customer Advisory Board. Here, the CEO of the selling company can hear directly from the CEOs of their client companies. In these small intimate settings, the CEO of the host company can build trusting relationships and ultimately gain a deep understanding of what matters to the customer CEOs personally and professionally. And because these CEOs hold the vision for what their companies are out to achieve, they also have the clearest understanding of what they want their organizations to become in the future.

Do you have a strategy in place for gaining the insights you need to help your customers transform into the organizations they wish to become? If not, I welcome the opportunity to share more about how Customer Advisory Boards work.

#customeradvisoryboards

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#ceos #cmos #ccos #venturecapital #privatequity . . .

When you are listening to your customers, are you listening with a high level of EQ or listening while at the same time, crafting your response in your head?

In the book, “Speaking As a Leader,” by Judith Humphrey, she talks about the need to listen emotionally. (Link below in the comments.)

“Emotional listening involves a range of qualities: politeness, political intelligence, an awareness of verbal and nonverbal cues, and a willingness to make the exchange enjoyable. Communication, including listening, should not only inspire action but also build relationships. Indeed, the two go together. The best listening is based on empathetic ties between the speaker and the listener.”

Imagine the difference it makes to your customers, those who are spending money on your products or services, when they know that you are listening with empathy and the intent to build a relationship.

I highly recommend reading Judith’s book with the intention of becoming a better listener to your customers.

How do you rate yourself when it comes to being an empathetic listener to your customers?

#customeradvisoryboards #listen #customerrelationships

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#ceos #cmos #ccos #venturecapital #privateequity . . .

Continuing with my Tuesday series, I will provide you with statements to consider with regard to #customerengagement as you plan for the new world of business.

The statements will fall into six categories:
🔹 Strategy
🔹 Innovation
🔹 Internal Team Alignment and Engagement
🔹 Commitment
🔹 Value Add
🔹 Advocacy

In evaluating your answers to these statements, rate your organization as you consider these three things:
1. We do/have this.
2. We do this consistently.
3. We do this effectively.

Today we will dive into Value Add:

🔺 We add value to our #customers by facilitating opportunities for them to share thought leadership with our industry.
🔺 We are a hub where our customers can interact and network with their peers.
🔺 We provide an opportunity for our customers to share best practices with their peers.
🔺 We celebrate our customers and provide opportunities for fun and relaxation.
🔺 We are fully transparent with our key customers by including them in confidential strategic discussions.

If you would like to take the entire Customer Engagement Assessment and get your CE baseline score, email me at betsy@thecongruitygroup.com.

#customeradvisoryboards #customerretention

Join the conversation here.


#ceos #cmos #ccos #venturecapital #privateequity . . .

In a recent post, I created a poll to see where leaders are placing their priorities and attention when it comes to their #customers. See results in the photo below.

I was actually quite surprised, in a way, at the results, but very encouraged. I think the message regarding the value of building #relationships is really hitting home. I suspect that it is due in large part to what we have all been experiencing in recent months.

❓Do you have a systemic way of building deeper relationships with your customers?

❓What are your customers thinking in this new world and how can you support that?

❓Does your executive leadership team have the kind of relationships with your customers that gives them the insights they need to ensure sustainability?

One way to establish these deep and meaningful relationships, while getting insights that will ensure your future success, is to form a Customer Advisory Board.

Happy to strategize it with you. Direct message me if you would like to talk through how you can more effectively build relationships with your customers. Not a sales discussion – just a sincere desire to assist.

#customeradvisoryboards #customerengagement

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#ceos #cmos #ccos #venturecapital #privateequity . . .

“Think like a customer and communicate like a CFO.”

This quote comes from Nicolle Paradise, Global Head of Customer Experience for a large payroll company, and is included in the book that Tony Bodoh and I wrote called, “ProphetAbility – The Revealing Story of Why Companies Succeed, Fail, or Bounce Back.”

Her words are indeed wise. She goes on to say:

“Nearly all #b2b organizations are fluent in calculating metrics for why #customers might leave, yet often lack the metrics for asking – then measuring and operationalizing – why customers would stay. The opportunity for radical growth then is to think like a customer and communicate like a #cfo.

Partner directly with your customers to re-examine the friction points that led them to your product, then understand how they are measuring #impactinternally. Subtract the monthly or annual contract value from that measured impact and it will yield the customer ROI. This matures the conversation beyond advocacy and delight; it communicates that your company is contributing to the growth of your customers and demonstrates, financially, why they stay.”

Sage words indeed. This is what it means to REALLY Know Your Customer.

#customeradvisoryboards

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#ceos #cmos #ccos #venturecapital #privateequity . . .

I’m so happy to share that it’s officially here: The (Really) KNOW Your Customer podcast is live!

As the business world adapts to the new landscape, Tony Bodoh and I believe that it has never been a more important time to put energy and resources behind gaining a deep understanding of your #customers.

We have brought in #csuite leaders from around the world who share their insights on what it means to REALLY know your customers. The conversations are fun, enlightening, and full of practical ideas on how to accelerate #successby engaging your customers in a meaningful way.

We would greatly appreciate your support of our launch. You help us make it reach the top of the charts by:

*Listening
*Downloading
*Subscribing
*Rating
*Reviewing
*Sharing
*Emailing

The transcripts and more are available at:  https://lnkd.in/g4i6xdC.

Thank you!!!

#customeradvisoryboards #executives #podcast #customerexperience

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#ceos #cmos #ccos #venturecapital #privateequity . . .

It’s just not rocket science (although watching the historic SpaceEx launch on Saturday, which actually IS rocket science, was super cool.)

I read an article over the weekend about the recent change in pricing options put forth by Uber. With the new feature, #uber riders can now set multiple stops and be billed by the hour unlike their previous model whereby you had to book each stop individually and with multiple drivers.

In the article, it said, “The idea came about after listening to Uber users’ feedback about how the ridesharing platform can meet their needs.”

Now more than ever, for all the obvious reasons, it’s critical to have a system and structure in place for listening to your customers, from the C-Suite decision makers down to the individual users. To do otherwise is creating a risk for which the consequences could be dire.

Although I’m a loyal Lyft rider, my hat is off to Uber for taking the initiative to listen to their #customers and incorporate their feedback to better meet their needs. Every company on the planet should follow their lead.

#customeradvisoryboards #customerretention #strategy

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#ceos , #cmos , #ccos, #venture, #privatequity . . .

There’s SO much talk about #disruption and #transformation right now.

Here’s what I believe . . .

You are not disruptive because you say you are. Disruption happens only when you help enough #customers believe that they experienced a transformation and reached a new normal, and as a result, tell others about their growth so influentially that the market shifts in your favor. Disruption is visible when customers decide they will never go back to their old behaviors and stop buying from your competitors who are doing things the old way and attempting to satisfy the needs of those customers who have not yet transformed.

Disruption requires transformation and transformation takes time because it involves people willingly challenging and changing what they believe about themselves, how the world works, and their role in the world.

This is why so few companies ever create disruption and why so many people struggle with transformation.

Read more in our book, “ProphetAbility – The Revealing Story of Why Companies Succeed, Fail, or Bounce Back.” https://lnkd.in/dFg5M3b.  Tony Bodoh

#customeradvisoryboards

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CEOs, CMOs, CCOs, Venture/PE . . .

Every day, executive leaders around the globe think and talk about recurring revenue and market share. But how often do these conversations involve a company’s standing with regard to their customer relationships and commitment to the #customers? These two things, relationships and commitment, are at the very heart of #retention and #expansion.

As you can see on the chart below, where there is a high level of commitment to the customer and where the relationships are strong, recurring revenue happens. And conversely, attrition and loss of #marketshare happen at the intersection of low commitment and weak relationships.

I invite you, the executive leader, to honestly plot your company on this grid and then, if you are not where you know you need to be, decide what you will do to get there.

The commitment to customers must come from the top and be reinforced throughout the organization consistently and with conviction. Relationship building must also be a company-wide value, and must be supported by the executive leadership team at a deep level.

These things don’t happen by chance, but rather, require #strategy and structure around them to ensure the outcomes of increased market share and retention.

#customeradvisoryboards

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CEOs, CMOs, CCOs, Venture/PE . . .

Continuing with my Tuesday series, I will provide you with statements to consider with regard to #customerengagement as you plan for the new world of business.

The statements will fall into six categories:
🔹 Strategy
🔹 Innovation
🔹 Internal Team Alignment and Engagement
🔹 Commitment
🔹 Value Add
🔹 Advocacy

In evaluating your answers to these statements, rate your organization as you consider these three things:
1. We do/have this.
2. We do this consistently.
3. We do this effectively.

Today we will dive into Internal Team Alignment and Engagement:

🔺Our leadership is in #alignment with regard to how we engage with our strategic accounts.
🔺Our leadership team engages with the decision makers of our key #customers on a consistent basis and then shares the learnings with one another.
🔺 Our leadership team is aware of potential issues with our customers before they become problems.
🔺 Our leadership team is easily accessible to our #strategic accounts
🔺 Our leadership has trusting relationships with the decision makers of our key accounts.

If you would like to take the entire Customer Engagement Assessment and get your CE baseline score, email me at betsy@thecongruitygroup.com.

#customeradvisoryboards

Join the conversation here.


CEOs, CMOs, CCOs, Venture/PE . . .
Moments of Decision

An “Aha!” moment can shift a person’s entire world view. Even a one-degree shift can move someone down a completely different path. It can alter the course of a business, of a relationship, and of a life. It has the power to change the world because it impacts the person and those around him. This is universally applicable in business, whether B2B, B2C, B2B2C or employer to employee. Why? Because we are all humans.

Yes, we oftentimes make decisions based on budgets, economics, market conditions, etc., but basically, decision makers are humans having a human experience. Typically, there are emotions associated to the rational factors of decision making. As humans, we cannot entirely eliminate emotion from our decision-making process.

It is far more advantageous for a business to build upon a foundation of the human experience rather than simply the user experience, employee experience or customer experience. By setting aside the labels of user/customer/employee and replacing them with “human,” a deeper level of understanding results and better business outcomes are realized.

Just curious . . . do you intentionally create human experiences with your key customers?
#customeradvisoryboards

Pete Mills Anthony Edwards

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CEOS, CMOS, CCOs, Venture/PE . . .

Despite, or maybe because we have the ability to communicate with anyone at nearly anytime today, the game of telephone happens in modern companies.

This is why companies and their CEOs need unfiltered listening. They need to hear what their prospects, #customers, competitors, vendors, shareholders and employees are saying first hand. They need the original message without interpretation or modification.

CEOs must see, read, and hear the pain of their customers. They must have the opportunity to engage in conversation or ask more detailed questions of the customers and those who are in contact with the customers so they can get unfiltered answers. There has to be a story of “why” that accompanies the KPIs, charts, and graphs. The “why” gives color, tone, and texture to the “what.”

Is your company’s executive team engaging directly with your customers to acquire unfiltered insights? A Customer Advisory Board is a vehicle in which executives can hear first hand from those they serve.

Learn more in our #1 Best Selling book, “ProphetAbility – The Revealing Story of Why Companies Succeed, Fail, or Bounce Back,” available on Amazon: https://lnkd.in/dFg5M3bTony Bodoh

#customeradvisoryboards

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CEOs, CMOs, CCOs, Venture/PE . . .

Continuing with my Tuesday series, I will provide you with statements to consider with regard to #customerengagement as you plan for the new world of business.

The statements will fall into six categories:

🔹 Strategy
🔹 Innovation
🔹 Internal Team Alignment and Engagement
🔹 Commitment
🔹 Value Add
🔹 Advocacy

In evaluating your answers to these statements, rate your organization as you consider these three things:

1. We do/have this.
2. We do this consistently.
3. We do this effectively.

Today we will dive into #innovation:

🔺We lead our competitors with regard to solving industry challenges by engaging directly with our customers.
🔺Our key customers stand along side us to co-innovate new products/services.
🔺 We provide an avenue for allowing our key customers to see our product roadmaps in advance and provide input.
🔺 We regularly engage our customers with regard to their product requirements.
🔺 We have a solid understanding of where the market is heading in terms of innovation.

Next week I will pose questions regarding Value Add to customers.

If you would like to take the entire Customer Engagement Assessment and get your CE baseline score, email me at betsy@thecongruitygroup.com.

#customeradvisoryboards

Join the conversation here.


CEOs, CMOs, CXOs, Venture/PE . . .

The business world has just become a gigantic classroom and we are all in Kindergarten.

For most of us, we are starting from scratch, with very little solid information to go on. And nothing we knew for sure two months ago can be trusted to be true today.

✏️ We are relearning what the #market wants and needs.

✏️ We are relearning how to manage our #employees in a virtual world.

✏️ We are relearning the competitive landscape.

✏️ We are relearning the difference between “have to haves” and “nice to haves.”

✏️ We are relearning how to best serve and engage with our #customers

While many of us are unnerved by this uncertainty, those whom I have encountered who are thriving are viewing this as a phenomenal opportunity to learn and expand their minds to what’s possible.

What systems and processes do you have in place to relearn that which you now need more education on?

#customeradvisoryboards #customerengagement #strategy

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CEOs, CMOs, CCOs, Venture/PE . . .

There have been a lot of posts recently about #riskmitigation. It’s all very important and is just good business.

As you are evaluating all the areas of your business where you can mitigate risk, I implore you to not lose sight of how to reduce your exposure when it comes to your #customers.

The single biggest risk you have right now is the loss of your customer base. Without the recurring revenue from your customers, there simply is no business.

If you don’t already have a #customerengagement strategy and implementation plan, now is the time to make it happen. What better way to ensure your #sustainability than to ensure your customers are there for the long haul?

I invite you to reach out to me to schedule an initial strategy call, compliments of someone who truly wants to see companies thrive in this new world of business. Shoot me an email at betsy@thecongruitygroup.com if you would like some guidance on how to reduce your risk by creating your customer engagement strategy.

Not only will you give your company the best chance for a faster and stronger recovery, you will have the peace of mind knowing that you are doing absolutely everything possible to ensure the future of your organization.

#customeradvisoryboards #strategy

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CEOs, CMOs, CCOs, Venture/PE . . .

For the next six Tuesdays, I will provide you with statements to consider with regard to #customerengagement as you plan for the new world of business.

The statements will fall into six categories:

🔹 Strategy
🔹 Innovation
🔹 Internal Team Alignment and Engagement
🔹 Commitment
🔹 Value Add
🔹 Advocacy

In evaluating your answers to these statements, rate your organization as you consider these three things:

1. We do/have this.
2. We do this consistently.
3. We do this effectively.

Today we will start with #strategy:

🔺We have a deep understanding of our customers’ strategic priorities and drivers.
🔺We have deep and positive relationships with the decision makers from our key customers.
🔺 We let our customers know how valuable they are to us by giving them an opportunity to influence our decision making and strategic direction.
🔺 We engage our customers to determine if our business models resonate well with them.
🔺 We have a system in place to regularly engage our customers to help us validate our strategies.

Next week I will pose questions regarding innovation.

If you would like to take the entire Customer Engagement Assessment and get your total score, email me at betsy@thecongruitygroup.com.

#customeradvisoryboards

Join the conversation here.


CEOs, CMOs, CCOs, Venture/PE . . .

We hear through our paradigms.

Test this within your own company by asking a cross section of employees and leaders to read the same #customer story and then tell you what the customer’s challenges were. Their answers will depend in part on:

🔹 their role in the organization
🔹 the KPIs that matter most to their success
🔹 their time horizon of reference, and
🔹 their level of authority to resolve an issue.

Having an awareness of this will help you see three different levels at which your team is listening and trying to address challenges. These levels are tactical, operational, and #strategic.

We’ve been warned repeatedly about how siloed analysis and action between departments can lead to poor customer experiences, higher operational costs and failure to execute coordinated efforts. But, most organizations have blind spots that keep them from seeing how their tactics, operations and strategies are not synchronized, or worse, how they are sabotaging each other.

To learn more, read our book, “ProphetAbility – The Revealing Story of Why Companies Succeed, Fail, or Bounce Back” available on Amazon: https://lnkd.in/dFg5M3bTony Bodoh

#customeradvisoryboards #customerexperience #internalalignment#unfilteredlistening

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CEOs, CMOs, Venture/PE . . .

I saw an article the other day in a well-respected business publication discussing the lessons that CEOs are learning through the COVID crisis.

The article included topics such as supply chain, risk mitigation, business continuity, and the like. Nothing to argue with there.

But what I will argue with is that not one of the 875 words in this article was the word “customer.” Not one single reference to what CEOs should be learning about their #customers. Frankly, this scares me.

❓How is the business world expected to recover if leaders are not focused on learning all they can from their customers?
❓What are the odds of turning this thing around if leaders are making decisions in a bubble, without input from the people who pay for their products and services?
❓How are executive teams supposed to develop an effective #strategy moving forward if they don’t have an understanding of their customers’ strategies?

It baffles my mind that business writers consistently omit information on the one thing EVERY BUSINESS needs to stay afloat – their customers.

I’m proud to be in lock step with our clients who, in good times and in bad, put their customers at the center of their universe.

#customerretention #customeradvisoryboards

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CEOs, CMOs, Venture/PE . . .

It strikes me that while some things that were true just a few months ago are no longer true, other things that were true a few years ago are more true now than ever.

In 2017, I was featured in an article by Inc.com columnist, Tracy Hazzard – Inc. Columnist – Podcasting Strategist that proves this point. In it she says:

“A lot of companies experience a self-affirming brand vacuum that prevents them from understanding which step is the right next step for the future of their company. We see this in companies all the time, who unroll something they think is going to smash the market, in both #innovation and interest, and it doesn’t.”

As companies are, as Tracy says, “understanding which step is the right next step,” it concerns me that leaders are going down any and every path they think might help them survive this challenging time without investing up front by asking their markets for input and feedback.

Now is the time to be innovative, but it’s not the time to panic. Decisions based on emotion are rarely the right decisions, but decisions based on #marketinsights from those who determine the market with their dollars have a much higher likelihood of hitting the mark.

Read Tracy’s article here: https://lnkd.in/dzPg8MJ.

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CEOs, CMOs, Venture/PE . . .

Since at least 1995 when the term #customerrelationshipmanagement (CRM) was coined, companies have been claiming to have relationships with their #customers.

Unfortunately, this is hardly true for many companies today.

At best, they have a collection of data about customers, but few of the employees and likely none of the executives of any company of size really know their customers.

Knowing your customer is not the same as knowing ABOUT your customers.

No accumulation of facts will ever equal a #customerrelationship.

Learn more in our #1 Best Seller book, “ProphetAbility – The Revealing Story of Why Companies Succeed, Fail, or Bounce Back” available on Amazon: https://lnkd.in/dFg5M3b.  Tony Bodoh

#customeradvisoryboards #customerengagement

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CEOs, CMOs, Private Equity . . .

100% of your customers are uncertain about the future.

You are uncertain about the future.

Have you put a plan in place to lock arms with your customers to CLARIFY and ENSURE the future?

There has never been a better time in history to seize this opportunity to co-innovate the future side by side with your customers.

To ignore this path forward is to invite risk where there needn’t be any.

If you would like to just chat more about this over a virtual coffee, shoot me a message and let’s talk. I promise – no selling. Just a pure desire to share insights.

#customerretention #customerrelationships #customeradvisoryboards#growth #sustainabilitymatters

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