There's a blind spot I see repeatedly across organizations, and it's costing companies millions in revenue they never see coming. Leaders confuse quiet customers with happy customer and by the time they realize the difference, it's too late. Spoiler alert: silence isn't golden. It's expensive.

A Customer Advisory Board gives you a direct line to the strategic thinking of your most important customers. Done right, it's where you pressure-test your roadmap, navigate market shifts, and catch problems before they become crises. Done wrong, it's an expensive waste of everyone's time that quietly dies after the second meeting.

This playbook walks you through the foundational building blocks of a high-performing CAB.

What do you do when the market feels…uncertain?

Most companies pull back. Slow spending. Cut costs. Wait and see. But there's a counterintuitive play that separates the strategic from the reactive: lean in where it counts.

The strategy is simpler than you think: invite your best customers to the table and listen.

A customer advisory board is one of the most valuable strategic levers an organization can have in its arsenal.

We’ve all been there — weighing whether to do something ourselves or hire an expert.
Home projects. Taxes. Web design. You name it.

When I talk with companies thinking about launching or refreshing a Customer Advisory Board (CAB), I often hear a familiar hesitation.

Here are five key differences between running a CAB internally and bringing in a consultant to help.

Assembling the right mix of customers for your Customer Advisory Board (CAB) is one of the most critical steps in building a program that actually moves the needle. The right members don’t just show up—they shape the future of your business. This stage is worth thoughtful discussion and internal alignment before you put the wheels in motion.

Here are the traits that signal strong CAB member potential:

When we help companies build a Customer Advisory Board (CAB), a question we often hear is:

“How will this different from our customer summit?”

Fair question. After all, both involve getting your customers in a room (virtual or otherwise) and talking about the business. And both can be incredibly valuable. But they serve very different purposes—and you shouldn’t expect one to do the job of the other.

Here’s how they differ – and why you need both in your customer engagement strategy.

The most innovative companies don't just listen to their customers – they systematically engage them in shaping the future. A well-structured Customer Advisory Board (CAB) can hold the key to your next breakthrough.

In our previous article, we explored how listening to your customers is not just good practice — it's a strategic advantage. Now, let’s go deeper into how to effectively create an environment where that listening can actually happen.

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