Keys to Customer Council Success

A Customer Council (or whatever you call it) is typically of group of managers and a customer-facing employee from each of the disparate customer-facing departments or groups.  The Council meets regularly to improve internal cooperation, communication and metrics, and resolve issues with customers and touchpoints.  

Secret.  Position participation on the Council and the Workshops as a development opportunity for future leaders.  This positions you to secure participation of motivated individuals who will work hard and smart to produce positive results.

Holding Customer Council meetings in a “customer room”

.In her book, “Chief Customer Officer,” Jeanne Bliss promotes the advantages of building a “customer room.”  A customer room is a conference room where marketing communications targeting customers are posted.  As these communication touchpoints are developed, they are put up in the room.  This enables staff to “see” the totality of the communication targeting customers.  This can help improve the continuity of both the visual and message components of the brand.

A customer room is a great idea and if it can be done, is the perfect place for the Customer Council to meet.

Your Customer Council, and any team, can benefit from a charter.  A charter sets out the scope, personnel and objectives of the group.  Refer to the Customer Council Charter sample below. To download, right-click the image and choose "Save Image As..."

Remember, to your customers, you are your touchpoints.

This post an excerpt from my book, TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint (William Henry Publishing, 2013).  Now available!  For information and to order, visit TouchpointPower.com or view the TOUCHPOiNT POWER! listing on Amazon.

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