How to Drive Customer Advocacy


Your business is successful because you deliver value to customers. Customer advocacy is the art of learning what customers need and working to help them gain the value that is in their best interest. How to Drive Customer Advocacy. Survey customers.

Customer Advocacy – A Term Changing the Dynamics of Marketing

ProProfs Blog

That’s the power of customer advocacy. Get closer than ever to your customers. So, before we get into the dynamics of customer advocacy, let’s cover the basics first. . What is Customer Advocacy? Well, a customer advocate. Customer Support

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The Power of Customer Advocacy in Unprecedented Times


As we start to fall into a routine in this “new normal,” the need for customer engagement and advocacy continues to grow. The post The Power of Customer Advocacy in Unprecedented Times appeared first on Influitive. Advocate Engagement Customer Engagement

How Online Communities Create Customer Advocacy and Retention


How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too?

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?

Five Reasons to Use Your Customer Advocacy Platform as a Prospecting Engine


Why can’t a customer advocacy platform be used to drive engagement with prospects? The post Five Reasons to Use Your Customer Advocacy Platform as a Prospecting Engine appeared first on Influitive.

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).

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!

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.

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.

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.

5 Powerful Videos That Spotlight Customer Advocacy


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?

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.

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.

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.

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).

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 […].

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

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.

Servicing Customers In Today’s Climate


Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saasKeri talks about how to guide and engage clients in today's climate.

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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.

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.

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.

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

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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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

4 Traits of Customer Success Leaders


Cairo Amani talks about some essential traits that all Customer Success Leaders should adopt. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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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.”.

The K.E.E.P Model: How CS Delivers Business Value and Successful Outcomes


Vincent Manlapaz, in an interview with Jamey Jeff talks about why keeping customers engaged and involved while designing successful business outcomes is so important. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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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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6 Tips for Effective Communication While Working Remotely


Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saasCairo Amani shares tips on improving communication while working remotely.

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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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Why Brands Must Unify Customer Experience and Customer Success (and How They Can Do It)


Paul provides valuable insights into merging Customer Experience and Customer Success. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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!

Customer Success: A Key Driver for Meaningful Relationship and Sustainable Growth


Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

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Why Trust Matters in the Age of Urgency


Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saasVincent Manlapaz, in an interview with Asaff Zamir talks about how trust can help build a strong CS organization.

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