INDUSTRY INSIGHTS YOUR PEERS ARE READING
Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. In fact, we all want the magic bullet that drives the customer advocacy growth flywheel. Why Customer Advocacy? Three Ways Advocacy Impacts Your Bottom Line. Increase Revenue — Loyal customers spend 67% more than new customers. MORE
Won’t it be a relief if instead of burdening your team members with all the responsibility of your new business, you could share some of the hard work with your customers? And it’s got a name as well; Customer Advocacy. Why do you need to turn customers into advocates? MORE
Going where no company has gone before: finding a scalable way to boost customer retention Rosetta Stone, the leading provider of language-learning software, has been helping learners around the world master new languages for more than 25 years. In addition to learners at home, Rosetta Stone also serves educators and global businesses to help upskill. MORE
This often minimizes customer selection of vendors. So, aren’t BtoB customers more often “trapped” into supplier relationships compared to their BtoC customer counterparts? Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. In its current iteration, the company employing this model classifies customers, on a matrix basis, as Truly Loyal, Accessible, Trapped, and High Risk. MORE
When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. MORE
Content Marketing advocacy advocacy in content marketing advocacy marketing advocate community advocate marketing program advocates B2B advocates b2b content marketing b2b customer advocacy b2b customer engagement b2b customer marketing B2B marketing content hacks content marketing content marketing hacks content marketing webinar customer advocacy customer marketing sujan patel UGC user generated content MORE
That was the advice of angel investor, VC, and former CMO of Hubspot, Mike Volpe, who kicked off the recent Advocacy Advantage roadshow in Boston on September 19, 2016. Never mess with the Beyhive. MORE
The biggest marketing trends of the year are often influenced by conversations that happen at SiriusDecisions Summit. This year’s hot topics included: The new Demand Unit Waterfall Account-Based Marketing (ABM) Ungating content If you’re concerned about how to effectively implement these ideas in your already-packed marketing strategy, there’s good news. You already have a way to bolster these. MORE
Advocamp is the largest customer advocacy, experience, and engagement conference, happening this year in San Francisco, December 6-8th. Advocamp 2017 promises to be the best year of the conference yet, with speakers like Sean Ellis, Jonah Berger, and Geoffrey Moore lined up and ready to share strategies for explosive, advocate-fueled growth. We want to make. MORE
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both! MORE
Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. We’re trying to win the customer! MORE
Marketers are giving a lot of attention of late to the topic of customer engagement. Indeed, optimizing interactions with top clients and maximizing ROI from customer programs seem to be a universal desire for companies. The post 5 Reasons Why Your Business Needs A Customer Advisory Board appeared first on Influitive. The more challenging aspect of achieving these outcomes seems to be how marketers are supposed to do so. In my. MORE
Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). MORE
Innovative service has the same emotional influence and poignant hold on customers. Kaleidoscopes have the attributes of the kind of experiences we all desire—as customers, employees, and colleagues. Customer Service customer advocacy innovative service kaleidoscope service MORE
Case in point, this week Apttus teams up with Oracle, Gainsight, and WalkMe to present on how to not only sustain, but grow your customer’s value (net negative churn) across the board, leaning heavily on customer advocacy. The post The Secrets of Net Negative Churn – Customer Advocacy appeared first on MindTouch Blog. Industry Trends Video Customer Success MORE
This is the eighth post in a series about launching a customer advocacy program. Because advocacy managers are so focused on day-day activities, we are prone to tunnel-vision. Advocate Marketing 101 advocacy program advocate marketing advocate marketing 101 customer advocacy customer advocacy program finding inspiration improving advocacy launching an advocacy program level up your advocate marketing game MORE
This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. She immediately called Southwest’s customer service line at the airport. Blogs Customer ExperienceMichael Lowenstein, Ph.D., MORE
Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty. MORE
It’s customer advocacy programs. Last year, only 10% B2B vendors surveyed had a customer advocacy program in place, according to the IDC research. This year, “The Role of Marketing in Customer Advocacy”. A new IDC report has found that one organizational tactic has grown 570% YOY among B2B vendors (and no, we don’t mean ABM). MORE
Developer Relations Marketing Leaders Product Development Success Stories Uncategorized User Reviews advocacy advocacy marketing advocate hub advocate marketing advocate marketing program advocate rewards advocate success advocatehub ideas advochat b2b customer engagement B2B marketing b2b product reviews b2bmarketingzone customer feedback customer reviews powerdms product development product marketing ray lau review sites MORE
That’s why Blackbaud , a non-profit software solutions provider, launched a customer advocacy program to engage and connect with its 30,000 customers. Here’s three steps Blackbaud took to build its new customer advocacy program: 1. MORE
The foundation of customer advocacy is knowing your customers. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy. Creating the means to act from Customer Advocacy by Brad Cleveland. MORE
Net Promoter Score (NPS ®) Across Various Industries, Aspects of the Customer Journey. Constantly assessing the marketplace to ensure both its technologies and recommended processes align with the specific needs and goals of its client base, NICE has taken a particular interest in benchmarking Net Promoter Score (NPS) among the industries it serves, as it applies to both overall customer experience and specific aspects of the customer journey MORE
Each week I read a number of customer service articles from various online resources. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. My Comment: Customer advocacy is powerful. MORE
Achieving Customer Success can be a long and hazardous road, but there’s no reward like knowing that you’ve fostered a new advocate for your company. How can video marketing channel the powerful Customer relationships that your Customer Success team has worked so hard to establish? MORE
Advocate Engagement Advocate Marketing 101 Customer Marketers Referrals Uncategorized User Reviews advocacy advocacy and sales advocacy marketing advocacy relationship advocate marketing B2B advocates b2b customer advocacy B2B marketing building customer relationships customer experience nudge nudge.ai Meagen Eisenberg, CMO at MongoDB, can smell covert sales tactics almost instantly. MORE
ClientSuccess hosted Sara Masson, Senior Customer Success Manager of Loopio and a 2017 Customer Success Innovator of the Year Finalist , for this month’s customer success webinar series: How to Build Customer Advocates using The Customer Advocacy Ladder. MORE
Customer advocacy is increasingly becoming a “need-to-have” for brands, rather than simply a “nice-to-have”. When it comes to B2B purchase decisions, the influence of customer references and testimonials is second only to previous customer experience. The post Steer Clear of Common Advocacy Program Missteps with this SiriusDecisions Framework appeared first on Influitive. MORE
This is the seventh post in a series about launching a customer advocacy program. The latest post in the series described how to run effective customer user groups. In May, I presented at Gainsight Pulse 2017, which drew 4,000+ Customer Success professionals to Oakland. They asked me to speak about the first two years of. MORE
I want you to meet a pretty cool guy (IMHO): Truman Tang, Director of Marketing, Customer and Advocacy, at Influitive. Truman’s got a pretty long list of accomplishments under his belt, like driving 1,000 customer referrals in a year, running highly effective ABM campaigns. He’s the mastermind behind our incredible advocate marketing program, Influitive VIP. MORE
Net Promoter and customer advocacy are intimately linked. While I don’t subscribe to the idea that NPS is a measure of voiced customer advocacy it is definitely a measure of advocacy entanglement — how a person feels about a company. Today’s guest post from Seb Atkinson los closely at customer advocacy and how it is […]. MORE
The first report that sparked my interest was an article on the Statesman website, about an Austin company filing a law suit over a customer’s negative online review. The article relates to a review that was posted by someone going by the name of Norma Lee who accused the company of bogus customer reviews on the site. MORE
Last month, a stampede of over 3000 sales, marketing, and customer success pros took over the Mandalay Bay in Las Vegas for the SiriusDecisions Summit. They came ready to learn the latest insights from industry leaders about how their peers are driving business growth. But one announcement stirred up more buzz than anything else at. MORE
In 2016, Cristina Melluzzi, Head of Customer Advocacy EMEAR at Cisco, was facing something lots of B2B companies can relate to: having an internal fire drill every time Cisco needed customers for references, speaking opportunities, analyst interviews, and case studies. Cisco had a traditional reference program with around 100 European customers that sales and marketing. MORE
You don’t have time to delight your customers with something like an advocate community. The post Why Every Company Has Time For Customer Advocacy (And Where To Find It) appeared first on Influitive. Marketers are busy people. MORE
Advocamp Community Managers Customer Marketers advocacy pipeline advocamp 2018 advocamp 2019 b2b customer advocacy b2b customer advocacy program b2b customer journey building customer relationships customer obsessed How To Be Customer Obsessed In B2BHey campers! You know what made Advocamp Field Day 2018 unique? It was the first Advocamp ever broadcast online. MORE
Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. MORE
Don Peppers, best-selling author of the book Customer Experience: What, How and Why Now, believes that like friendship, customer advocacy is priceless. Don is an inductee in the Data & Marketing Association Hall of Fame, and holds the title as SatMetrix’s “world’s most authoritative expert on customer experience” for 2015. MORE
This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. Put Yourself in the Customers’ Shoes. MORE
Bridget Heaton, Schoology’s Social and Advocacy Manager, knew a good opportunity when she sawTwenty million. That’s how many people use Schoology’s learning management software to advance what’s possible in education through forums, events, and digital networking. With those kinds of numbers, you’d be crazy not to incorporate word-of-mouth marketing into your marketing mix. MORE
Christopher Elliott Talks about How to Get a Better Customer Experience. Shep Hyken speaks with consumer advocate, author, and journalist Christopher Elliott about how to get what you deserve as a customer. Elliott has earned the reputation of “every customer’s best friend.”. MORE
Customer advocacy Related Topics OctopusTech
JANUARY 22, 2019
Won’t it be a relief if instead of burdening your team members with all the responsibility of your new business, you could share some of the hard work with your customers? And it’s got a name as well; Customer Advocacy. Why do you need to turn customers into advocates?
Beyond Philosophy
JANUARY 2, 2018
This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. She immediately called Southwest’s customer service line at the airport. Blogs Customer ExperienceMichael Lowenstein, Ph.D.,
Brad Cleveland
NOVEMBER 14, 2017
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both!
AskNicely
NOVEMBER 7, 2018
Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. In fact, we all want the magic bullet that drives the customer advocacy growth flywheel. Why Customer Advocacy? Three Ways Advocacy Impacts Your Bottom Line. Increase Revenue — Loyal customers spend 67% more than new customers.
Amity
MAY 19, 2017
Achieving Customer Success can be a long and hazardous road, but there’s no reward like knowing that you’ve fostered a new advocate for your company. How can video marketing channel the powerful Customer relationships that your Customer Success team has worked so hard to establish?
Influitive
JULY 14, 2017
It’s customer advocacy programs. Last year, only 10% B2B vendors surveyed had a customer advocacy program in place, according to the IDC research. This year, “The Role of Marketing in Customer Advocacy”. A new IDC report has found that one organizational tactic has grown 570% YOY among B2B vendors (and no, we don’t mean ABM).
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Influitive
MARCH 23, 2018
Going where no company has gone before: finding a scalable way to boost customer retention Rosetta Stone, the leading provider of language-learning software, has been helping learners around the world master new languages for more than 25 years. In addition to learners at home, Rosetta Stone also serves educators and global businesses to help upskill.
Bill Quiseng
MAY 18, 2015
This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. Put Yourself in the Customers’ Shoes.
Influitive
MAY 23, 2018
Advocate Engagement Advocate Marketing 101 Customer Marketers Referrals Uncategorized User Reviews advocacy advocacy and sales advocacy marketing advocacy relationship advocate marketing B2B advocates b2b customer advocacy B2B marketing building customer relationships customer experience nudge nudge.ai Meagen Eisenberg, CMO at MongoDB, can smell covert sales tactics almost instantly.
Brad Cleveland
MAY 30, 2017
Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand).
Influitive
NOVEMBER 26, 2015
That’s why Blackbaud , a non-profit software solutions provider, launched a customer advocacy program to engage and connect with its 30,000 customers. Here’s three steps Blackbaud took to build its new customer advocacy program: 1.
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Brad Cleveland
NOVEMBER 8, 2018
When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives.
Beyond Philosophy
MARCH 3, 2016
This often minimizes customer selection of vendors. So, aren’t BtoB customers more often “trapped” into supplier relationships compared to their BtoC customer counterparts? Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. In its current iteration, the company employing this model classifies customers, on a matrix basis, as Truly Loyal, Accessible, Trapped, and High Risk.
Genroe
SEPTEMBER 22, 2015
Net Promoter and customer advocacy are intimately linked. While I don’t subscribe to the idea that NPS is a measure of voiced customer advocacy it is definitely a measure of advocacy entanglement — how a person feels about a company. Today’s guest post from Seb Atkinson los closely at customer advocacy and how it is […].
Mindtouch
FEBRUARY 7, 2017
Case in point, this week Apttus teams up with Oracle, Gainsight, and WalkMe to present on how to not only sustain, but grow your customer’s value (net negative churn) across the board, leaning heavily on customer advocacy. The post The Secrets of Net Negative Churn – Customer Advocacy appeared first on MindTouch Blog. Industry Trends Video Customer Success
Influitive
JUNE 30, 2016
You don’t have time to delight your customers with something like an advocate community. The post Why Every Company Has Time For Customer Advocacy (And Where To Find It) appeared first on Influitive. Marketers are busy people.
Brad Cleveland
FEBRUARY 15, 2018
The foundation of customer advocacy is knowing your customers. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy. Creating the means to act from Customer Advocacy by Brad Cleveland.
Influitive
MARCH 16, 2018
Developer Relations Marketing Leaders Product Development Success Stories Uncategorized User Reviews advocacy advocacy marketing advocate hub advocate marketing advocate marketing program advocate rewards advocate success advocatehub ideas advochat b2b customer engagement B2B marketing b2b product reviews b2bmarketingzone customer feedback customer reviews powerdms product development product marketing ray lau review sites
Customer Interactions
MAY 16, 2016
Net Promoter Score (NPS ®) Across Various Industries, Aspects of the Customer Journey. Constantly assessing the marketplace to ensure both its technologies and recommended processes align with the specific needs and goals of its client base, NICE has taken a particular interest in benchmarking Net Promoter Score (NPS) among the industries it serves, as it applies to both overall customer experience and specific aspects of the customer journey
Influitive
SEPTEMBER 29, 2017
Bridget Heaton, Schoology’s Social and Advocacy Manager, knew a good opportunity when she sawTwenty million. That’s how many people use Schoology’s learning management software to advance what’s possible in education through forums, events, and digital networking. With those kinds of numbers, you’d be crazy not to incorporate word-of-mouth marketing into your marketing mix.
Influitive
JUNE 7, 2018
Last month, a stampede of over 3000 sales, marketing, and customer success pros took over the Mandalay Bay in Las Vegas for the SiriusDecisions Summit. They came ready to learn the latest insights from industry leaders about how their peers are driving business growth. But one announcement stirred up more buzz than anything else at.
ShepHyken
OCTOBER 18, 2016
Christopher Elliott Talks about How to Get a Better Customer Experience. Shep Hyken speaks with consumer advocate, author, and journalist Christopher Elliott about how to get what you deserve as a customer. Elliott has earned the reputation of “every customer’s best friend.”.
Influitive
MARCH 21, 2019
Customer advocacy is increasingly becoming a “need-to-have” for brands, rather than simply a “nice-to-have”. When it comes to B2B purchase decisions, the influence of customer references and testimonials is second only to previous customer experience. The post Steer Clear of Common Advocacy Program Missteps with this SiriusDecisions Framework appeared first on Influitive.
ShepHyken
NOVEMBER 7, 2016
Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. We’re trying to win the customer!
Influitive
FEBRUARY 20, 2019
Advocamp Community Managers Customer Marketers advocacy pipeline advocamp 2018 advocamp 2019 b2b customer advocacy b2b customer advocacy program b2b customer journey building customer relationships customer obsessed How To Be Customer Obsessed In B2BHey campers! You know what made Advocamp Field Day 2018 unique? It was the first Advocamp ever broadcast online.
Influitive
JANUARY 18, 2019
Marketers are giving a lot of attention of late to the topic of customer engagement. Indeed, optimizing interactions with top clients and maximizing ROI from customer programs seem to be a universal desire for companies. The post 5 Reasons Why Your Business Needs A Customer Advisory Board appeared first on Influitive. The more challenging aspect of achieving these outcomes seems to be how marketers are supposed to do so. In my.
Contact Center Pipeline
MAY 18, 2017
Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long.
Influitive
SEPTEMBER 23, 2016
That was the advice of angel investor, VC, and former CMO of Hubspot, Mike Volpe, who kicked off the recent Advocacy Advantage roadshow in Boston on September 19, 2016. Never mess with the Beyhive.
Influitive
JULY 25, 2017
In 2016, Cristina Melluzzi, Head of Customer Advocacy EMEAR at Cisco, was facing something lots of B2B companies can relate to: having an internal fire drill every time Cisco needed customers for references, speaking opportunities, analyst interviews, and case studies. Cisco had a traditional reference program with around 100 European customers that sales and marketing.
ShepHyken
FEBRUARY 6, 2017
Each week I read a number of customer service articles from various online resources. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. My Comment: Customer advocacy is powerful.
Customer Interactions
JULY 7, 2015
The first report that sparked my interest was an article on the Statesman website, about an Austin company filing a law suit over a customer’s negative online review. The article relates to a review that was posted by someone going by the name of Norma Lee who accused the company of bogus customer reviews on the site.
ShepHyken
FEBRUARY 21, 2017
Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty.
Influitive
MAY 31, 2017
The biggest marketing trends of the year are often influenced by conversations that happen at SiriusDecisions Summit. This year’s hot topics included: The new Demand Unit Waterfall Account-Based Marketing (ABM) Ungating content If you’re concerned about how to effectively implement these ideas in your already-packed marketing strategy, there’s good news. You already have a way to bolster these.
ShepHyken
FEBRUARY 3, 2017
Innovative service has the same emotional influence and poignant hold on customers. Kaleidoscopes have the attributes of the kind of experiences we all desire—as customers, employees, and colleagues. Customer Service customer advocacy innovative service kaleidoscope service
Influitive
NOVEMBER 27, 2017
Advocamp is the largest customer advocacy, experience, and engagement conference, happening this year in San Francisco, December 6-8th. Advocamp 2017 promises to be the best year of the conference yet, with speakers like Sean Ellis, Jonah Berger, and Geoffrey Moore lined up and ready to share strategies for explosive, advocate-fueled growth. We want to make.
Influitive
AUGUST 11, 2017
Content Marketing advocacy advocacy in content marketing advocacy marketing advocate community advocate marketing program advocates B2B advocates b2b content marketing b2b customer advocacy b2b customer engagement b2b customer marketing B2B marketing content hacks content marketing content marketing hacks content marketing webinar customer advocacy customer marketing sujan patel UGC user generated content
Influitive
JUNE 22, 2017
This is the seventh post in a series about launching a customer advocacy program. The latest post in the series described how to run effective customer user groups. In May, I presented at Gainsight Pulse 2017, which drew 4,000+ Customer Success professionals to Oakland. They asked me to speak about the first two years of.
Influitive
SEPTEMBER 21, 2018
Don Peppers, best-selling author of the book Customer Experience: What, How and Why Now, believes that like friendship, customer advocacy is priceless. Don is an inductee in the Data & Marketing Association Hall of Fame, and holds the title as SatMetrix’s “world’s most authoritative expert on customer experience” for 2015.
Influitive
MAY 23, 2017
I want you to meet a pretty cool guy (IMHO): Truman Tang, Director of Marketing, Customer and Advocacy, at Influitive. Truman’s got a pretty long list of accomplishments under his belt, like driving 1,000 customer referrals in a year, running highly effective ABM campaigns. He’s the mastermind behind our incredible advocate marketing program, Influitive VIP.
Influitive
JULY 19, 2017
This is the eighth post in a series about launching a customer advocacy program. Because advocacy managers are so focused on day-day activities, we are prone to tunnel-vision. Advocate Marketing 101 advocacy program advocate marketing advocate marketing 101 customer advocacy customer advocacy program finding inspiration improving advocacy launching an advocacy program level up your advocate marketing game
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