Influitive

MAY 26, 2021

The post Customer Advocacy is a Two-Way Street appeared first on Influitive. The two of you meet at a quaint coffee shop (outdoors of course–social distancing). The barista brings your hot beverages to the table. Half a drink through and you […].

Customer advocacy 98

Customer advocacy Personalization Best practices 98

Influitive

JUNE 29, 2020

According to data presented at the Forrester/SiriusDecisions Summit in May, companies who focus on advocacy in their customer marketing programs drive deeper relationships over time. The post The Power of Customer Advocacy in Unprecedented Times appeared first on Influitive.

Customer advocacy 98

Customer advocacy Marketing 98

Beyond Philosophy

FEBRUARY 16, 2015

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. WOM is at least as important as other inputs to optimize KPIs.

Marketing 398

Marketing Advertising B2C Customer advocacy 398

Tethr

MAY 29, 2023

Customer advocacy isn’t just taking responsibility for a problem anymore. It's acting as a consultant and showing empathy and transparency.

Customer advocacy 94

Customer advocacy Sales Consulting Consulting 94

ShepHyken

AUGUST 27, 2021

More than 84% of customers do not rely on advertisements. Hence, customer advocacy has become really important in this era. This is where customer experience can be a remarkable tool to spread the word. Word of mouth is considered to be one of the strongest public relations tools used by companies across the domains.

Customer Experience 407

Customer Experience Technical Support Finance Customer advocacy 407

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 217

Customer advocacy Brand ambassadors Customer Service Best practices 217

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

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

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

ChurnZero

APRIL 8, 2020

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? developing customer advocacy is a must.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

ShepHyken

FEBRUARY 21, 2017

But Bell asserts that the best expression of customer loyalty is customer advocacy. In other words, the customer talks about you, tells stories about you, and tweets about you. In essence, the customer becomes an extension of your sales and marketing staff. What would I do totally differently?

Customer advocacy 227

Customer advocacy Customer centricity Best practices Sales 227

Totango

DECEMBER 5, 2019

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. When you advocate for your customers, they’ll reward you with their loyalty and become lasting proponents for your brand.

Customer advocacy 65

Customer advocacy Best practices Feedback Surveys 65

JivoChat

JULY 19, 2023

Source : Sproutsocial report Any forward-looking brand would love to tap into this social data goldmine to create an ideal customer profile based on their interactions, behavior patterns, needs, and pain points. It helps create relevant, engaging, personalized content that drives customer advocacy. The secret sauce?

Customer advocacy 75

Customer advocacy Benchmark Analytics Marketing 75

Influitive

FEBRUARY 8, 2021

A new year welcomes new opportunities for customer advocacy managers and their community members. From new campaigns, recruitment strategies and new goals to achieve, our customers’ programs have been buzzing with activity this past month. It’s also where forward-thinking […]. It’s also where forward-thinking […].

Customer advocacy 59

Customer advocacy Customer Experience Management Best practices 59

ShepHyken

FEBRUARY 25, 2024

How Customer Advocacy Fuels Brand Loyalty and Growth by Marbue Brown (CMSWire) Reputations are made or broken by the experiences customers have with companies and especially by what they have to say about those experiences. This is a cornerstone of customer obsession — when customers are “obsessed” with a brand.

Customer Service 175

Customer Service Customer advocacy Average Handle Time Customer centricity 175

Education Services Group

JUNE 7, 2022

So, Forky asks a question: What is customer advocacy? Do you say: a) Customer advocacy is the foundation of Customer Success, wherein businesses put the customer experience first. This strategy involves tasking CS professionals with advocating for their customers’ needs across the entire customer lifecycle.

Customer advocacy 52

Customer advocacy B2B Consulting Consulting 52

Influitive

JANUARY 11, 2023

The post What is Customer Advocacy? 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. So when everything starts looking the same, it just becomes to harder to stand out. Not only […].

Customer advocacy 52

Customer advocacy Marketing 52

Tethr

MAY 19, 2023

Create better, happier customer interactions every time when customer service agents use these 10 customer advocacy phrases.

Customer advocacy 62

Customer advocacy Customer Service 62

Influitive

MARCH 11, 2021

Creating captivating content is crucial and with Valentine’s Day as the common backdrop, our customers delivered stellar results. The post Influitive’s Key Customer Advocacy Insights: February 2021 appeared first on Influitive. Without further ado, let’s dig into last month’s data […].

Customer advocacy 11

Customer advocacy Best practices 11

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 Management Journey mapping 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

ShepHyken

FEBRUARY 3, 2017

Good” is the key to customer retention; but “unique” is the secret to customer advocacy. Here are a few examples: Corley Heating, Air, and Electric in Greenville, SC sends their service techs out on Valentine’s Day with balloons and a valentine card for each customer.

Customer advocacy 178

Customer advocacy Customer retention Customer Service Customer Experience 178

Call Center Weekly

NOVEMBER 29, 2017

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. When it comes to the culture, either the company is completely customer focused or it’s not. That begins with culture.

Chief Customer Officer 149

Chief Customer Officer Customer advocacy Feedback Customer Service 149

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

Influitive

JULY 22, 2022

is to grow advocacy within your community by showing customers your appreciation. The post How to Leverage the 5 Love Languages to Drive Customer Advocacy appeared first on Influitive. There is a lovely selection of swag and a couple of gift cards to select, […].

Customer advocacy 59

Customer advocacy Feedback 59

SQM Group

SEPTEMBER 13, 2022

Our award-winning call centers understand that customer advocacy is one of the best ways to attract more customers and gain market share over the long term.

Customer advocacy 57

Customer advocacy Call Center Marketing 57

Influitive

JULY 13, 2021

Read on to dig into June’s data and customer examples. Recruitment and Engagement Last month, our customers welcomed over […]. The post Influitive’s Key Customer Advocacy Insights: June 2021 appeared first on Influitive. With it came significant growth in reviews, references and nearly $17 million in generated ROI.

Customer advocacy 10

Customer advocacy Best practices 10

Influitive

SEPTEMBER 30, 2022

Not only existing customers drive 80% of a company’s revenue (Forrester), but just a 5% increase in customer retention can […]. The post G2 Names Influitive Leader for Customer Advocacy Once Again appeared first on Influitive.

Customer advocacy 10

Customer advocacy Customer retention Marketing 10

ShepHyken

JUNE 28, 2019

As Bain & Company recently noted , AI-powered predictive technologies that can better match customer queries with employee skills will be able to “reduce costs, increase sales and saves, raise the level of customer advocacy, create more satisfying jobs, and keep talented agents engaged with the tasks where they are most proficient.”

Contact Center 296

Contact Center Self service Banking Airlines 296

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. Like the “So what?”

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

ShepHyken

MAY 19, 2017

Follow these steps and I guarantee your customer advocacy will go through the roof, you will have raving fans and you will learn a lot! Don’t spend much time trying to think how to take care of the guest, just respond. Take it offline.

Customer advocacy 195

Customer advocacy Consulting Consulting Customer Service 195

Influitive

NOVEMBER 15, 2022

Businesses struggled to find new revenue streams while preparations for an economic downturn left few opportunities for growth within existing customer accounts. The answer for many organizations — customer appreciation. We all understand the power of feeling appreciated. And while an increased number of […].

Customer advocacy 52

Customer advocacy Accountability 52

Influitive

SEPTEMBER 2, 2021

The post How AttackIQ Built a Thriving Customer Advocacy and Community Program for Cybersecurity Professionals appeared first on Influitive.

Customer advocacy 10

Customer advocacy Management 10

Help Scout

AUGUST 6, 2024

Learn how to turn customers into loyal advocates with effective strategies for building lasting relationships, enhancing customer experiences, and fostering organic growth. Read the full article

Customer advocacy 64

Customer advocacy Customer Experience 64

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

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 109

Customer Support Customer advocacy Construction Enterprise 109

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