Jane Hiscock, President, Farland Group and Alison Orsi, VP of Marketing, IBM will be presenting at the B2B Marketing Summit, London, June 22, 2016.

The Net Promoter Score (NPS), has provided marketers and customer experience leaders with one way to determine how customers feel about their products and services. It was – however – never intended to lead to the instant star ratings and recommendations on-demand that our digital world has built

Choosing the phone over email adds value to your relationships with your customers, enriches the customer experience, and increases efficiency.

Customer Advisory Boards can drive new thinking and innovation if you consider a different approach to membership and content.

[AS SEEN IN CHIEF MARKETER] How to deliver more personalized account based marketing to customers...

Getting the right members on board is the lynchpin of a successful Customer Advisory Board (CAB). Here are some lessons learned in developing an effective membership screen and the right criteria to recruit and maintain members.

We see customer advisory boards delivering value to members through peers engagement. Here are just three of the many benefits of these peer connections.

[AS SEEN IN CUSTOMER THINK] Don't underestimate the power of peer connections when convening a customer advisory board.

Businesses today are moving through a lot of change, but this is distracting employees to focus internally and forget about customer engagement approaches that are needed to retain and grow the business.

[AS SEEN IN LOYALTY360] Four key factors that contribute to winning or losing loyalty in the C-suite

With every C-suite leader vested in the future of digital, the question is who is going to lead the transformation? Three recent articles provide a useful perspective on the CDO role and how executives should think about digital leadership.

Why hire an external partner to help deliver a Client Advisory Board? Many companies have found that the strategic and challenging nature of operating a successful Client Advisory Board makes an outside specialist critical for its success. Here’s why.

Farland Group convenes a Council of Global Fortune 200 CMOs and through that work have gained expertise on the role of the CMO, the signficant trends in marketing and technology. Learn more about the top 3 areas that emerged in a recent webinar with other thought leaders.

[AS MENTIONED IN CIO | INSIGHT] Tom Greene, Chief Information & Business Services Officer for Colgate-Palmolive shares why he believes CIOs should join customer advisory boards in his article at CIOInsight.com.

[AS SEEN AT MARKETINGPROFS] "Omnichannel is a priority for B2B and B2C. How do executives think about resorting their marketing mix to put the client at the center? Here are tips and actual quotes from the C-suite."

[AS SEEN IN MARKETING DAILY] Customers continue to expect personalization, whether they're acting as a consumer or B2B client. At Marketing Daily last week, I shared some thoughts on what B2B companies should learn from B2C.

As you build your marketing plan for 2016, make sure you include investment in tapping into customer insights to gain important knowledge and inspiration. Here are three ideas to get started.

Business transformation and disruption are not new concepts. But our clients' advisory boards are expressing a new urgency to grapple with them. These boards are helping our clients (and us) understand what leaders believe they need to succeed.

Tony Zambito's "7 Elements of Customer Understanding the C-suite Must Master" addresses the critical need for CEOs and their C-suite teams to understanding customers. But there is an 8th element missing from his list: direct, face to face engagement with those customers.