With the myriad customer engagement programs so popular today, Customer Advisory Boards (CABs) and Focus Groups often get “bucketed” together, yet they have clear and very different objectives.
Here's a "quick reference" chart detailing some of the key differences:
The diagram below shows the core attributes of participants for CABs and Focus Groups, and another reason why these two programs are so different.
Sample Discussion Topics
And finally, here are some sample topics most common among the two initiatives.
Customer Advisory Board
- Direction of industry
- Organization's goals/objectives to develop alignment
- Discussions on: what services or offerings are missing; pricing/business models; overall product roadmaps; go-to-market programs (sales, marketing); account management
- Reaction to logo/tagline
- Emotional state (look and feel)
- Usability study
- Behavioral patterns/processes
- Product feature/functionality
As you plan your customer engagement programs for 2013, be sure to target the right program format for the input you are seeking. If you want to gain a deeper understanding of your customers' business, build closer executive relationships, and gain strategic mid- to long-term market insight, a Customer Advisory Board is the answer. If on the other hand, you need qualitative short-term feedback on a product or branding message; or opinions/perceptions on a concept, service, packaging, etc., then a Focus Group is the right program.