Customer advocacy: Your secret to better sales – Tethr
Tethr
MAY 29, 2023
Customer advocacy isn’t just taking responsibility for a problem anymore. It's acting as a consultant and showing empathy and transparency.
Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer
Beyond Philosophy
JANUARY 2, 2018
Michael Lowenstein provides strategic consulting, research design and in-depth, leading-edge analysis that helps clients deliver outstanding business results through deeper customer experience, communication, relationship, employee and brand equity insights. Republished with permission from CustomerThink.com.
Airlines 
278
278 Join 52,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
The Dual Meaning of Customer Advocacy
Education Services Group
JUNE 7, 2022
So, Forky asks a question: What is customer advocacy? Do you say: a) Customer advocacy is the foundation of Customer Success, wherein businesses put the customer experience first. This strategy involves tasking CS professionals with advocating for their customers’ needs across the entire customer lifecycle.
Business-to-Business Customer Advocacy: Is It A Real Possibility Or A Real Oxymoron?
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?
Implementing a Powerful Voice of Customer Program to Boost Advocacy
Kapta Customer Success
OCTOBER 9, 2023
Are you developing and capturing the voice of your customers for customer advocacy? More than 75% of B2B buyers consult three or more sources of advocacy before making a purchase decision, according to Gartner.
How Can Your Company and Customers Profit Most from Higher Employee Commitment?
Beyond Philosophy
MAY 31, 2016
Whether the “touch” is by paper, by a human being or by electronic or mobile means, organizations must offer consistent, seamless and positive experiences for customers. Service, especially, is often a major differentiator and lever for either customer advocacy or, if done grudgingly or poorly, customer defection.
The 5 Rules of Measuring and Managing Customer Emotions
Beyond Philosophy
DECEMBER 11, 2020
Recommendation Cluster: If the customer feels these emotions, then they will likely stay a bit longer, spend more, and be a good customer. Advocacy Cluster : People often ask what the difference is between Recommendation and Advocacy. Recommendation means that people will tell their friends about you when you ask.
Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training
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.
CX Initiatives: What if Employees Are Not On Board?
Beyond Philosophy
DECEMBER 20, 2017
HR execs and consultants would say that what is needed is a higher level of employee engagement. Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. Republished with permission from CustomerThink.com.
Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?
Beyond Philosophy
AUGUST 30, 2016
35 years ago, Deming said “Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them”, he was talking about what, for the past decade, we have understood, and effectively measured and applied, as customer advocacy behavior.
B2C 150
150 
Relieve administrative responsibilities and focus on CX and business success
Talkdesk
APRIL 13, 2021
We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. Talkdesk Managed Services allows businesses to supplement their teams with an advanced administrator.
outsourcing 133
133 
Top Customer Success Leaders to follow in 2022
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
52 
The Preoccupation With Pre-Customers
Beyond Philosophy
SEPTEMBER 6, 2016
Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts. The key is to attract high-value customers by identifying high-potential prospects and delivering what they want and need. They rarely give enough attention to pre-purchase processes or value creation.
Consulting 186
186 
“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’
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?”
Guest Blog: Speed Saves Relationships
ShepHyken
MAY 19, 2017
Businesses need to wake up and realize that more than likely, their customer service as a whole, online and in-store, sucks. Jay Baer , board of Advisors for ServiceGuru and one of the top social media consultants in the country and author of Hug your Haters, said it best that customer service is the new marketing.
Top 10 Customer Success blogs to start reading today
CustomerSuccessBox
SEPTEMBER 20, 2021
Role of Customer Success Manager in a SaaS Company. 10 Customer Success KPIs. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth.
SaaS 64
64 
The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?
Beyond Philosophy
NOVEMBER 28, 2017
At the peak of the Hierarchy pyramid is a set of 2 emotions – Happy and Pleased – defined as the Advocacy Cluster. For my key example of practical creation of customer advocacy, I’m reprising material on my exposure to lagniappe, and what it can do for any company, irrespective of size, industry, or location.
B2C 208
208 
Comparing Perceived Value Drivers For Employees and Customers
Beyond Philosophy
MAY 17, 2016
Many of these differences were in relationship and communication areas, essential in leveraging customer advocacy. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. much more important, and more leveraging of behavior, than the functional aspects.
ESG Partners with Customer Success Community Platform inSided
Education Services Group
FEBRUARY 3, 2021
ESG delivers Customer Success as a Service ® (CSaaS), enabling you to build, operationalize, and transform your CS organization. Our services combine consultation, process development, people, and automation to increase the capabilities of your Customer Success organization. Learn more at esgsuccess.com. About inSided.
Customer Experience Influencers You Must Follow – Part 2
Customer Guru
AUGUST 21, 2018
Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,
3 Must-Have Non-Voice Customer Support Strategies
Outsource Consultants
OCTOBER 11, 2021
79% of consumers expect same-day social responses from brands, and resolving a social media complaint can increase customer advocacy by 25%. For better or for worse, customers have learned that a public complaint on social media is often an effective way to get an issue resolved quickly. Success Strategies. Are they experienced?
Customer Support 117
117 
The importance of customer culture – an interview with Chris Brown
ijgolding
FEBRUARY 5, 2018
I became a marketing consultant!! Although it was effective to a degree, Linden’s experiences proved to be the genesis of an idea to create a way of actually measuring customer culture. Is it really possible to measure customer culture? What happened next?
Building a Successful Customer Experience Strategy
GetFeedback
FEBRUARY 15, 2019
This means that customer experience is more important than ever, and companies which focus on their customer experience strategy will see a positive impact on revenue, brand loyalty, and customer advocacy. Emily Williams is an HR consultant at Academic brits and Origin writings. About the guest author.
Customer Care … CRM … Customer Experience — What’s the Difference?
ClearAction
DECEMBER 14, 2017
Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.
CRM 66
66 
Are You Experienced Enough in Customer Experience #INFOGRAPHIC
Win the Customer
DECEMBER 15, 2015
Whether your organization is a practitioner of Net Promoter Score (NPS) or some other method of determining customer loyalty and customer advocacy, it’s clear that promoters or loyal customers are critical to the long-term sustainability of the organization and typically result in lower costs to operations.
Unlocking the Value of Customer Experience: A Guide to Measuring CX ROI
NobelBiz
NOVEMBER 13, 2023
Additionally, these satisfied customers become brand advocates, spreading positive word-of-mouth and attracting new customers to the business. This organic growth through customer advocacy further contributes to revenue growth. Brad Butler, Contact Center Software Consultant @NobelBiz How do you calculate the CLV?
CUSTOMER CULTURE: How does it drive future business performance?
ijgolding
AUGUST 9, 2016
Many of these organizations include highly customer centric companies like Amazon, Google, Virgin and Apple. Using an 8 factor framework they have been able to validate through extensive research that a strong Customer Centric Culture does indeed lead to customer advocacy, revenue growth, innovation, new product success and profitability.
CS Career Guide: Customer Success Job Titles, Descriptions, & Salary
ChurnZero
APRIL 13, 2021
Represent the interests and desires of the customers throughout the company. Drive customer advocacy in the form of reference, referrals, and case studies. Salary: According to Glassdoor.com , the national average salary for a Customer Success Manager is $73,618 in the United States. .
How to deliver a positive customer experience when failures occur
Taylor Reach Group
FEBRUARY 22, 2019
The workaround is available, the manufacturer met their customer service obligation, but, the effort to affect the workaround is unusable! Enter, the customer advocacy role in the contact center comes in. To find out more about how Taylor Reach can help your company with [TOPIC], CLICK HERE to schedule a free consultation.
ChurnZero’s 10 Customer Success Leaders to Watch in 2019
ChurnZero
FEBRUARY 1, 2019
Previously to Roostify, Jesse delivered advisory services to clients in sectors including financial services and Telcom fields for consulting firms such as Booz Allen Hamilton. Gregg Erickson, Vice President, Customer Success, BitTitan. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip.
CSM Team Performance Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.
Metrics 59
59 
May 11 – Customer Success Jobs
SmartKarrot
MAY 11, 2023
Track usage and overall customer happiness by keeping an eye on client health. Improve the Kanmon experience by working together with the development, product management, and support teams to increase customer advocacy and escalations. Your accounts are yours.
Customer Success Team Performance Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.
Metrics 52
52 
Customer Success Team Performance Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.
Metrics 52
52 
Content Marketing Ideas For Incredible Customer Experiences
Kayako
JULY 30, 2018
Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. Emilia D’Anzica is a strategic management consultant and founder of Customer Growth Advisors.
Marketing 50
50 
10 Principles of a Successful Customer Strategy
CSM Magazine
OCTOBER 26, 2016
A customer strategy goes further: It is the articulation of the distinctive value and experience your company will deliver to a chosen set of customers over three to five years, along with the offerings, channels, operating model, and capabilities you will need. Ten principles at the heart of an effective customer strategy.
Dec 02 – Customer Success Jobs
SmartKarrot
DECEMBER 2, 2022
Focus on increasing NRR by ensuring the CSM team is showing customers ROI, increasing product adoption, and resolving issues quickly and effectively. Collaborate with sales, solutions consultants, support, and professional services to prepare account plans and support the customers with the right resources. Apply here: [link].
Nov 11 – Customer Success Jobs
SmartKarrot
NOVEMBER 11, 2021
Apply here: [link] Role: Director of Customer Success Location: Boston, MA, US Organization: Data Collaborative As a Director of Customer Success, you will deliver as-needed service to the customers with the goal of retention and growth. Proactively managing customers to avoid them becoming at-risk.
15 Customer Success Predictions for 2021
ChurnZero
JANUARY 15, 2021
A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant.
SaaS 52
52 
Nov 08 – Customer Success Jobs
SmartKarrot
NOVEMBER 8, 2022
Role: Director of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Law Business Research As a Director of Customer Success, you will develop the people, process, and tooling needed to drive meaningful outcomes in the division (GRR, NRR, renewals, customer health, customer advocacy).
Coaching 19
19 
Aug 13 – Customer Success Jobs
SmartKarrot
AUGUST 13, 2021
Apply here: [link] Role: Director, Customer Success Location: Austin, TX, US Organization: StitcherAds As a Customer Success Manager, you will build customer success processes & lead/manage/mentor a growing team of CSMs. Develop key relationships with customer contacts ranging from daily users to executive stakeholders.
Consulting 10
10 
Sep 07 – Customer Success Jobs
SmartKarrot
SEPTEMBER 7, 2022
Establish executive-level customer relationships with the most strategic customers. Inspire and drive a company-wide culture of Customer Success, creating a strong culture that fosters customer advocacy.
Aug 16 – Customer Success Jobs
SmartKarrot
AUGUST 16, 2022
As a Director of Customer Success, you will build out and lead the customer success organization that includes customer service and field applications scientists. Establish both leading and lagging KPIs to enhance customer advocacy. Conducting 1:1 consultation with customers in person.
Upselling 19
19 
Feb 17 – Customer Success Jobs
SmartKarrot
FEBRUARY 17, 2022
Focus on driving product adoption, creating a positive customer experience, and account growth. Be in the internal voice of the customer, work with the product team to deliver feedback to shape the product roadmap. Nurture customer advocacy in the form of testimonials, references, and case studies.
Let's personalize your content