Customer Advisory Board Facilitator Training

Customer Advisory Board Facilitator Training Manual

All participants receive a comprehensive 150+ pages manual with templates, best practices, graphs and charts.

Typical Agenda:

• WELCOME, INTROS, OBJECTIVES

• CAB OVERVIEW Definition, benefits, types, maturity levels, engagement spectrum, internal positioning (product marketing/customer experience/research/ insights), key challenges, overall best practices

• CAB OBJECTIVES AND ROI METRICS Business reason and mutual benefit, success metrics, board impact measurement, insights into action, scorecard and metrics examples, advisory board benchmarking

• AGENDA CREATION On-boarding process, agenda creation process overview, creating a relevant discussion guide, content development, key milestones

• THE FACILITATOR ROLE Facilitator role, basic and advanced facilitator requirements, role of internal executives as facilitators: challenges and opportunities, facilitation checklists, meeting room checklist, pre-meeting checklist, members wear two hats (customer and advisory), facilitation guidelines and roles for facilitators/ members/ employees, meeting facilitation process, maintaining 80/20 rule, seating plan strategy and optimal room setup

• FACILITATION TECHNIQUES Facilitation skills, nonverbal communication, facilitation challenges, active moderation skills, guided discussion process, active listening, paraphrasing, summarizing, intervention, go around, treasure box, encouraging participation, clarifying, tracking, stacking, linking, responding to questions and comments, effective co-facilitation, effective flip chart usage, time management best practices, managing responses from internal executives, visualization techniques (flipcharts, wall of ideas, doodling), meeting evaluation and gaining consensus on next steps

• DESIGNING A SUCCESSFUL SESSION Prep meeting with management, opening welcome session overview, gathering member meeting expectations (and ensuring they are met),breakout sessions, top 10 advisory board sessions – uses and outputs, session design structure, gamification – strategy games, speed boat, product box, spider web, work with translators and cultural communication differences

• MEETING SUMMARY AND ACTION TRACKER Session key takeaways process for active listening from employees, member feedback form, meeting feedback process and benchmarking, meeting summary components and template, visualizing the meeting summary, capturing key insights, insights to action, action tracker

• FACILITATION SIMULATION Personas assigned to entire group (vendor and member), several 35 minute simulations of a session, feedback on facilitation, topics selected related to company or use generic topics provided by Ignite Advisory Group

• WRAP UP AND FEEDBACK