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!

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).

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 Lynda.com course Customer Advocacy. Creating the means to act from Customer Advocacy by Brad Cleveland.

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: How High-Performing Companies Set Themselves Apart

Genroe

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 […].

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.

Amazing Business Radio: Christopher Elliott

ShepHyken

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.”.

5 Top Customer Service Articles For the Week of November 7, 2016

ShepHyken

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!

5 Top Customer Service Articles For the Week of February 6, 2017

ShepHyken

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.

Amazing Business Radio: Chip Bell

ShepHyken

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.

Guest Blog: Kaleidoscope Service

ShepHyken

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

CUSTOMER CULTURE: How does it drive future business performance?

ijgolding

I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference. They, like me, believe that the foundation of sustainable future business performance is based on a strong Customer Centric Culture.

"Follow the Leader" Featuring Shep Hyken

Call Center Weekly

What is the most important role of the Chief Customer Officer? In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. Customer service and experience must be woven into the fabric of the entire company.

How Palo Alto Software Used Metrics to Improve Service

Toister Performance Solutions

A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team?

5 Essential Tips for Social Customer Service Communications

VocalCom

As customers continue to seek quick and effortless experiences on the go, social media channels shine as prime platforms for communication. The rise in smartphone use coupled with the explosive popularity of social platforms has transformed customer service expectations, as brands must engage better and faster than ever before. If you’re wondering just how your brand can keep up, consider these five tips for great social customer service communications.

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need.

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How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Beyond Philosophy

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? We’re not saying choose your people over your customers.

Are You Experienced Enough in Customer Experience #INFOGRAPHIC

Win the Customer

Organizations that continually excel in their customer experience and service delivery average increased growth of 4-8% in revenue over competitors in their industry. Are You Experienced Enough in Customer Experience? Higher than average customer loyalty.

CX Initiatives: What if Employees Are Not On Board?

Beyond Philosophy

The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers. Blogs Customer Experienc

The importance of customer culture – an interview with Chris Brown

ijgolding

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. My fascination with the ‘customer interface’ was born!

Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

inContact

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. Customer Experience Measures –. Customer Satisfaction (CSAT).

Create Success – The Alphabet Soup of Customer Experience Acronyms-Part 2

inContact

First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate.

Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

inContact

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. Customer Experience Measures –. Customer Satisfaction (CSAT).

The Best Way to Ask Employees About Training Needs

Toister Performance Solutions

I once worked with a payroll department that was struggling to serve its internal customers. Think about a problem you're trying to solve, such as improving customer service, reducing complaints, or improving customer retention. Monthly customers were also more likely to cancel.

Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

inContact

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. Customer Experience Measures –. Customer Satisfaction (CSAT).

Guest Blog: Speed Saves Relationships

ShepHyken

Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. When providing customer service, speed saves relationships. When a customer writes a complaint online, review, tweet, post, etc.,

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers.

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6 Social Customer Service Rules Your Brand Needs to Know

VocalCom

What began as a fun and innovative way to communicate with friends is now an essential business tool for delivering customer service. Here are six social customer service rules your brand needs to know—and follow—right now. Social customer service must be a priority. As social media use continues to increase, so does the demand for customer service on these channels. On Twitter alone, customer service interactions have increased 250% in the last two years.

Create Success – The Alphabet Soup of Customer Experience Acronyms-Part 2

inContact

First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate. If AHT is low and FCR is low, you likely have an upset customer who felt rushed through the process without an acceptable conclusion. You are practically telling your teams to hurry customers along.

Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?

Beyond Philosophy

Retention is about behavior, the motivation to remain a customer, whether at lower, equal, or higher purchase levels. For decades, satisfaction has been a cornerstone of what we understand to be total quality in products and services, as perceived by the customer.

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4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work

Beyond Philosophy

It must also be recognized that people and processes in a business model, representing ‘inside-out’ advocacy creation with customers and ambassadorship with employees, are a priority before effective word-of-mouth initiatives can, or should, be launched. Blogs Customer Experience

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Solving Complex Challenges through B2B Customer Experience

ClearAction

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

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Now Revealed and Proven: (The True Marketing Value of) Return on Word of Mouth

Beyond Philosophy

Word of mouth long been proven to be a significant component of, and contributor to, downstream customer advocacy and brand bonding, which we at Beyond Philosophy believe is a direct outcome of customer experience. I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA).

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

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.

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Are Popular Customer Experience Metrics Just “Immature”, Or Do They Have Bigger Challenges?

Beyond Philosophy

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Customer Effort, Net Promoter, and Thoughts About CX Metrics.

The Preoccupation With Pre-Customers

Beyond Philosophy

Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. The other prospect challenge is that of customer suitability.

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Comparing Perceived Value Drivers For Employees and Customers

Beyond Philosophy

Though played for laughs, this scene is all too representative of the value delivery perceptual gaps which often exist between suppliers and their customers. This significant difference was a telling clue into the degree of misinterpretation and misperception between customers and suppliers.

“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

However, when this organization, and others in the employee engagement research, training and consultation space, makes claims that engagement, in and of itself, contributes to customer value and loyalty behavior, two important questions need to be asked.

Customer Experience Journeys: Map for Actionability

ClearAction

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. How can you get your whole organization engaged in making a significant positive difference to customers, and subsequently to cash? Customer journey maps are a means to an end, not an end in themselves. Comments are Customer Experience Gold.