How Customer Understanding Improves Corporate Governance: What Board Directors Need to Know

Boards benefit when they incorporate an understanding of customer needs and feedback into their governance approach. Bringing the customer perspective into the boardroom can enable more effective decisions around growth opportunities and company strategy. For example, new or changing customer needs may create opportunities for new product or service offerings and may suggest necessary changes to improve business performance. Understanding customers perspectives may also help the organization to mitigate and address potential future risks as customers often are the first to experience trends in the company’s service offering, product performance or buying experiences.

This session provided practical guidance and examples to help every board member, regardless of their background, to advocate for and support enhanced customer perspectives to inform governance and growth.