Beyond Philosophy

MARCH 3, 2016

The new behavior was ultimately defined as customer advocacy , i.e. actions driven by a strong bond with the preferred, most favored brand and active, voluntary online and offline word-of-mouth on behalf of that brand. . But, what about customer advocacy in BtoB products and services? Does it exist?”.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Beyond Philosophy

FEBRUARY 5, 2015

Committing to customer experience: applying the concepts. Building and running a customer experience program. Employee engagement and ambassadorship: linking to customer behavior. Customer advocacy and brand bonding measurement. Behavioral economics and customer experience.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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. Rhonda Basler is the Director of Customer Engagement at Hallmark Business Connections.

Customer advocacy 143

Customer advocacy Customer Care Customer Experience Customer retention 143

ShepHyken

FEBRUARY 6, 2017

11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. JitBit) In this post, we’ll be discussing the importance of customer advocacy and why you must get on board, or else risk weakening the bedrock of your business. My Comment: Customer advocacy is powerful.

Customer advocacy 214

Customer advocacy Brand ambassadors Customer Service Best practices 214

Beyond Philosophy

MAY 31, 2016

Whether the “touch” is by paper, by a human being or by electronic or mobile means, organizations must offer consistent, seamless and positive experiences for customers. Service, especially, is often a major differentiator and lever for either customer advocacy or, if done grudgingly or poorly, customer defection.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. At ChurnZero’s virtual RYG, we held a panel discussion with Customer Success leaders who offered up their best advice on how to get both your customers and your team invested in your customer advocacy program.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

Beyond Philosophy

MARCH 19, 2015

question, the consistent financial impact of engagement on individual companies and their customers, i.e. on a micro level, needs to be addressed, understood and reported. Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’ Blogs Employee Experience' Like the “So what?” The post “U.S.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

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. It is a change in the company’s culture supported by customer focussed service and marketing techniques.”.

Customer advocacy 63

Customer advocacy Sales Feedback Marketing 63

Brad Cleveland Blog

NOVEMBER 1, 2024

The next scene shows him throwing … Continue reading → The post Customer Advocacy: The Secret Sauce appeared first on Brad Cleveland. There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player.

Customer advocacy 26

Customer advocacy Customer Experience Customer Service 26

Influitive

JANUARY 11, 2023

Yes, our blogs, ebooks, and webinars contain valuable information (and hopefully this post is an example of this), but everybody else is also putting out valuable information. The post What is Customer Advocacy? Today’s audiences are increasingly indifferent to what we marketers have to say. Not only […].

Customer advocacy 52

Customer advocacy Marketing 52

Beyond Philosophy

DECEMBER 11, 2020

Recommendation Cluster: If the customer feels these emotions, then they will likely stay a bit longer, spend more, and be a good customer. Advocacy Cluster : People often ask what the difference is between Recommendation and Advocacy. Recommendation means that people will tell their friends about you when you ask.

Customer emotions 435

Customer emotions Journey mapping Management Customer advocacy 435

Beyond Philosophy

SEPTEMBER 13, 2016

Monetary Linkage Between Customer Experience, Loyalty Initiatives, and Advocacy Behavior. Customer Advocacy Behavior: Personal Brand Connection That is More Than Loyalty, Word-of-Mouth, or Recommendation. If You Can’t Get No Satisfaction, Trade Ratings for Truly Understanding Behavior.

B2C 341

B2C B2B Wireless Customer centricity 341

bold360 Blog

APRIL 27, 2020

How do you engage your customers? Customer advocacy has gotten to be a corporate buzzword like CX or content marketing. But there’s a lot to building a great customer advocacy program. How do you approach your customers? How do we put that customer at the center? How do you engage with them?

Customer advocacy 52

Customer advocacy Engineering Marketing Feedback 52

Brad Cleveland Blog

DECEMBER 9, 2022

The next scene shows him … Continue reading → The post Customer Advocacy: The Secret Sauce appeared first on Brad Cleveland. There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded.

Customer advocacy 49

Customer advocacy Contact Center Call Center Customer Experience 49

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.

Customer advocacy 48

Customer advocacy SaaS Enterprise Accountability 48

Brad Cleveland Blog

MAY 9, 2023

When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment.

Customer advocacy 49

Customer advocacy Contact Center Call Center Customer Experience 49

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Beyond Philosophy

AUGUST 30, 2016

35 years ago, Deming said “Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them”, he was talking about what, for the past decade, we have understood, and effectively measured and applied, as customer advocacy behavior.

B2C 150

B2C B2B Customer advocacy Consulting 150

Beyond Philosophy

NOVEMBER 28, 2017

At the peak of the Hierarchy pyramid is a set of 2 emotions – Happy and Pleased – defined as the Advocacy Cluster. For my key example of practical creation of customer advocacy, I’m reprising material on my exposure to lagniappe, and what it can do for any company, irrespective of size, industry, or location.

B2C 207

B2C Banking B2B Customer advocacy 207

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

Beyond Philosophy

DECEMBER 20, 2017

Having studied drivers of customer advocacy behavior for over a decade, the relationship between engagement and advocacy is marginal and superficial. Now, we come to employee ambassadorship and how it builds on the useful alignment and productivity represented by engagement.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

Beyond Philosophy

JUNE 14, 2016

In addition, even companies that considered themselves good at measuring customer experiences indicated that they had “blind spots” due to non-inclusion of such groups as new customers (39%), long-term customers who had not made a recent purchase (35%), and defected customers (16%).

Metrics 150

Metrics Customer Experience Consulting Consulting 150

ClientSuccess

JUNE 24, 2019

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. Request a custom product demo.

Customer advocacy 40

Customer advocacy B2B SaaS Best practices 40

CX Accelerator

FEBRUARY 12, 2018

Inform customers on how you plan to use the feedback. Also, try using less traditional methods, such as a customer advocacy program or customer advisory board, for example, to elicit feedback. A version of this post originally appeared on M4 Communications blog. 4) Tell a complete story with your data.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

ClientSuccess

FEBRUARY 28, 2018

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 customer advocacy ladder framework.

Customer advocacy 40

Customer advocacy SaaS B2B Management 40

GetFeedback

FEBRUARY 15, 2019

This means that customer experience is more important than ever, and companies which focus on their customer experience strategy will see a positive impact on revenue, brand loyalty, and customer advocacy. In her free time, you’ll find her writing for her blog. About the guest author.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

CX Accelerator

MAY 8, 2018

Customer advocacy can start within your agent team, and encouraging them to communicate stories allows more people access to information that’s rich with learning opportunities. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike.

Contact Center 160

Contact Center Customer advocacy Morale Education 160

Beyond Philosophy

SEPTEMBER 6, 2016

Process-oriented companies focus on creating benefit by keeping customers, optimizing their purchases over time and stemming rates of defection or recovering lost customers. They rarely give enough attention to pre-purchase processes or value creation.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Beyond Philosophy

MAY 17, 2016

Many of these differences were in relationship and communication areas, essential in leveraging customer advocacy. Other than pricing, need anticipation, and communication channel availability, purchasing agents consistently gave high attribute ratings far less often than sales and marketing managers.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

Brad Cleveland Blog

MAY 27, 2021

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 video is from my LinkedIn Learning Course Customer Advocacy.

Customer advocacy 29

Customer advocacy Contact Center Call Center Customer Experience 29

Totango

MARCH 29, 2022

By tracking daily or monthly average usage and accounts with low or increased utilization, teams can easily understand which customers can be targeted for upsell. Proactively increasing customer satisfaction through product adoption increases an organization’s NPS and customer advocacy and engagement.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

Tethr

MAY 21, 2020

Some organizations use the follow up as an opportunity to connect with neutral customers and transform them into promoters. Some even use it to follow up with promoters to convince satisfied customers to share the product or service with a family member or friend or to join a customer advocacy program.

Customer advocacy 117

Customer advocacy Feedback Customer Experience Marketing 117

Brad Cleveland Blog

SEPTEMBER 1, 2022

Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. appeared first on Brad Cleveland.

Customer advocacy 26

Customer advocacy Contact Center Call Center Customer Experience 26

ClientSuccess

JANUARY 24, 2023

Metrics That Indicate Customer Health It is essential to track multiple metrics to provide the needed information about how customers interact with your company.

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

Brad Cleveland Blog

JUNE 27, 2019

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing customer advocacy within a team, a department, or across the organization, you’ll need an ongoing approach to guide your efforts.

Customer advocacy 26

Customer advocacy Contact Center Call Center Customer Experience 26

Brad Cleveland Blog

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). Both are vital to success today.

Customer advocacy 26

Customer advocacy Contact Center Call Center Customer Service 26

Brad Cleveland Blog

NOVEMBER 14, 2017

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? One of the past issues of The Edge of Service® Newsletter suggests the answers … Continue reading → The post Customer Advocacy: An Essential Ingredient appeared first on Brad Cleveland.

Customer advocacy 26

Customer advocacy Contact Center Call Center Customer Experience 26