Beyond Philosophy

MARCH 3, 2016

Beginning around 1995-2000, major consulting organizations began to recognize that these critical changes were likely to have profound impact on businesses. These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change. Is business-to-business customer advocacy an oxymoron?

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Beyond Philosophy

FEBRUARY 5, 2015

Committing to customer experience: applying the concepts. Building and running a customer experience program. Employee engagement and ambassadorship: linking to customer behavior. Customer advocacy and brand bonding measurement. Behavioral economics and customer experience.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”, Like the “So what?”

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Amity

JUNE 28, 2017

Note, that the investment here is not in educating your customer on your product (standard training material), but rather management consulting to enhance how they run their business. Your playbooks : a) Engage the customer to deliver consulting services to them, or b) Engage partners to do the same.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

SmartKarrot

AUGUST 16, 2022

Establish both leading and lagging KPIs to enhance customer advocacy. Work with customers to define objectives and deliverables, monitor progress, provide support, convert TAP data into assets (papers, conference proceedings, application notes, sales collateral, etc.). Conducting 1:1 consultation with customers in person.

Upselling 19

Upselling Customer advocacy Education CRM 19

Influitive

JUNE 14, 2016

Fellow consultant Rachel Bakker does a great job of outlining just how important building authentic relationships is in the post-modern marketing world in her recent post, Are You Real? ). I was first introduced to the concept of the Servant Leader by community engagement maven Phoebe Venkat during a talk she did at a conference in 2015.

Marketing 60

Marketing SaaS Consulting Consulting 60