By Jeofrey Bean
Tap the insights and experience of successful customer experience professionals to improve your fleet services.
A board of directors advises the company about its overall business strategy. A customer experience advisory board is similar, but is specific to the topic of customer experience. If your company is serious about improving its customer experience, a key step is to create an advisory board dedicated to that end.
The job of a customer experience advisory board is to identify where the existing customer experience can be improved and to recommend when a new customer experience should be created. At least half of its members should be customer experience experts from outside the company.
The board should be no larger than six people. It should include customers and, if possible, non-customers who are similar to the new customers you want to have. But remember, this is not a focus group. It’s a board developed to advise, so choose members carefully.
A customer experience advisory board can help you decide how, why, and when to change your customer experience to improve the value and customer advocacy of your fleet management solutions!
Jeofrey Bean is the author of the business leadership books Customer Experience Rules! and best-selling customer experience book The Customer Experience Revolution: How Companies like Apple, Amazon, and Starbucks Have Changed Business Forever.
He assists companies in making successful decisions about Internet marketing strategies and customer service improving customer experience, as advisor, keynote speaker and by leading training seminars or workshops.
Jeofrey is known for innovative yet practical insights delivered with a dash of humor at venues including J.D. Power Service Excellence Summit and as a guest on host John Hockenberry’s “The Take Away” program on National Public Radio (NPR – PRI). He also a part-time Professor of Business Management and Marketing at UC San Diego Extension teaching Internet Marketing and Customer Experience leadership.