CX Tip #25: Use Online Advisory Boards of B2B Clients

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CX Tip #25: Use Online Advisory Boards of B2B Clients
(Customer Connectedness)

Technology solutions provider CDW has engaged clients through a private online community for over seven years. Using open-ended questions or short surveys, the company can gather a significant amount of feedback on a variety of topics including new product offerings, marketing messages, and customer technology usage—in less than a week. Members also have the ability to pose questions to each other. For example, a member recently received numerous responses to his inquiry on other members’ Bring Your Own Device policies. Click for more info

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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