Customer Advocacy: Is This Thing Even Real?


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?

Customer Success Webinar: The Game Changing Impact of Customer Advocacy


ClientSuccess is excited to host Andrew Stapleton , VP of Customer Success at G2Crowd , for this month’s customer success webinar series: How to Gather and Use Reviews for Customer Advocacy. Webinar: How to Gather and Use Reviews for Customer Advocacy.

A Structured Approach to Customer Advocacy

Brad Cleveland

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates.

Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer

Beyond Philosophy

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.,

Customer Advocacy: An Essential Ingredient

Brad Cleveland

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!

Top 3 Ways to Turn Customer Feedback into Customer Advocacy


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.

IDC Study: B2B Customer Advocacy Programs Grow 570% In A Year


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).

Rhonda Basler: From Adequate to Outstanding: 5 Ways to Inspire Customer Advocacy Through Customer Care

Bill Quiseng

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.

Recorded Customer Success Webinar: How to Build Customer Advocates Using The Customer Advocacy Ladder


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.

How Rosetta Stone’s Customer Retention Skyrocketed By 58% With A Customer Advocacy Program


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.

The Importance of Customer Advocacy

Brad Cleveland

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).

7 Ways Relationship Intelligence Can Boost Customer Advocacy & Sales


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 Meagen Eisenberg, CMO at MongoDB, can smell covert sales tactics almost instantly.

How Blackbaud Built A Foundation For Customer Advocacy


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.

Business-to-Business Customer Advocacy: Is It A Real Possibility Or A Real Oxymoron?

Beyond Philosophy

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.

Customer Advocacy: How High-Performing Companies Set Themselves Apart


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 […].

Traits of Successful Customer Advocacy Initiatives

Brad Cleveland

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.

The Secrets of Net Negative Churn – Customer Advocacy


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

Why Every Company Has Time For Customer Advocacy (And Where To Find It)


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.

Customer Advocacy: Creating the Means to Act

Brad Cleveland

The foundation of customer advocacy is knowing your customers. I explore what that requires in the video below, part of the course Customer Advocacy. Creating the means to act from Customer Advocacy by Brad Cleveland.

How To Turn Customer Advocacy Into Product Insights And Reviews


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

The Shape of Customer Advocacy to Come

Customer Interactions

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

8 Lessons Learned in Building and Scaling Customer Advocacy Programs


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.

Amazing Business Radio: Christopher Elliott


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.”.

Your 3-Step Guide To Putting The New SiriusDecisions Customer Advocacy Framework Into Action


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.

5 Top Customer Service Articles For the Week of 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!

Inside View: TCL North America

Contact Center Pipeline

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.

How Hubspot Sparked A Movement Behind Their Brand (Just Like Beyonce)


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.

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From Tattoos To Testimonials: How Cisco Energized Over 700 European Brand Advocates (In Just 4 Months)


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.

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5 Reasons Why Your Business Needs A Customer Advisory Board


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.

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5 Top Customer Service Articles For the Week of 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.

The Top 5 Fan Favorite Sessions From Advocamp Field Day


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.

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Online reviews: The real price of customer advocacy

Customer Interactions

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.

Steer Clear of Common Advocacy Program Missteps with this SiriusDecisions Framework


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.

Amazing Business Radio: Chip Bell


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.

The SiriusDecisions Demand Unit Waterfall Is Useless If You Don’t Have This…


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.

Guest Blog: Kaleidoscope Service


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

Advocamp 2017 Activities For Newbies, Execs And Advocate Marketing Pros


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.

5 Hacks From Sujan Patel That Will Help You Rise Above The Sea Of Content Mediocrity


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

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Launching An Advocacy Program Part 7: Reach vs. Relationship


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.

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Why Don Peppers Advocates for His Favorite Brands & How to Become Besties with Your Customers


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.