Beyond Philosophy

JUNE 14, 2016

As a group, CX researchers have often been labeled as risk-averse, even complacent, when considering augmentation or replacement with more real-world, more contemporary, and more actionable metrics such as customer advocacy.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Contact Center Pipeline

MAY 18, 2017

In 2014, TCL’s leadership team made a commitment to change that. If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. Their goal: To become the No. 3 TV brand […].

Average Handle Time 124

Average Handle Time Sales Agent Empowerment Customer advocacy 124

Influitive

FEBRUARY 12, 2021

In a recent episode of our customer success webinar series, How Blackbaud build a thriving advocate community, I had the opportunity to chat with Tim Newborn, Customer Advocacy and Engagement Manager at Blackbaud.

Customer advocacy 59

Customer advocacy Management Customer centricity 59

Influitive

OCTOBER 28, 2015

Download this free guide to learn how customer marketers at fast-growing companies are focusing on customer engagement — and seeing results. In a 2014 Gigaom Research survey of 300 U.S. 35% having acquired new customers as a result of referral marketing programs. Referral marketing programs have direct impact on revenue.

B2B 89

B2B Marketing Customer advocacy Surveys 89

AskNicely

SEPTEMBER 4, 2018

AskNicely NPS software empowers teams with customer feedback on any screen: Salesforce (with full NPS dashboard, leaderboard, text analytics and reporting capabilities), mobile app (iOS and Android) and TV dashboard. Automate follow-up with at-risk accounts to boost retention. “The Best NPS Solution For Salesforce.”

Customer advocacy 60

Customer advocacy Feedback Customer retention Enterprise 60

Influitive

OCTOBER 26, 2015

After sending out some unsuccessful email referral campaigns, ReadyTalk, an audio and web conferencing service provider, chose to invest in an advocate marketing program to nurture their best customers. In 2014, we were able to source 38% of our customers, and nearly half (42%) of our monthly recurring revenue, from referral leads.

B2B 94

B2B Customer advocacy Marketing Education 94

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

Metrics Customer advocacy Customer centricity Customer effort 59