I love social software and interesting data.
I'm 28. I love cooking and trying new food.
I live in Brooklyn, NY Bayonne, NJ.
Contact me at david.lifson@gmail.com.
I'm the co-founder of Postling, a unified dashboard for small businesses.
It's important to me to give back to the startup community, so if you are interesting in hearing my thoughts about your startup, sign up for my office hours or send me an email.
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A customer advisory board that has the ear of the company’s directors acts as a kind of appeals process for company decisions. As I mentioned in “The cardinal sin of community management,” many early adopters will accept difficult decisions as long as they feel listened to. As a policy matter, this is easy to say and very hard to implement. That’s why the CAB is so valuable. They provide a forum for dissenting voices to be heard. The members of the CAB have a stake in providing constructive feedback, since they will tend to be ignored if they pass on vitriol. In turn, they become company-sanctioned listeners. By leveraging them, the company is able to make many more customers feel heard.
Lessons Learned: A real Customer Advisory Board
Definitely an “advanced topic”, as Eric Ries puts it, and not for the uninitiated. This stuff can get out of control, especially if your management or board doesn’t have the right perspective on customer feedback (some are terrified of negative feedback, others ignore it completely. There is a middle ground… ).
