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. Kaleidoscope service at its finest!

Customer advocacy 176

Customer advocacy Customer retention Customer Service Customer Experience 176

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 169

Customer Service Customer advocacy Average Handle Time Customer centricity 169

AskNicely

NOVEMBER 7, 2018

In fact, we all want the magic bullet that drives the customer advocacy growth flywheel. Advocate Marketing is the art of identifying your highest-potential customers, nurturing their potential, and motivating and empowering this ‘Golden 5%’ to preach positive about your company.” ~ Lee Marc Stein , President, Lee Marc Stein Ltd.

Customer advocacy 60

Customer advocacy Feedback Transportation Surveys 60

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. With the right training, they can, and the humans will continue to do the jobs that AI isn’t ready to handle. Fewer phone calls, but more complex conversations.

Contact Center 293

Contact Center Self service Banking Airlines 293

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

Beyond Philosophy

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. When my wife and I visited Southern Louisiana a couple of years ago, we noticed that a lot of retailers differentiated themselves by doing a little something extra for customers.

B2C 207

B2C Banking B2B Customer advocacy 207

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

Influitive

SEPTEMBER 2, 2021

Community and passionate customer advocates can be a company’s most valuable asset, but how do you nurture and mobilize advocates within more skeptical industries like cybersecurity and IT? 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

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

JUNE 14, 2016

Temkin’s infographic blog also offered-up report statistics on the most actively used metrics: Satisfaction (89% transactional metrics/84% relationship metrics), Likely to Recommend (77% transactional/81% relationship), and Customer Effort (52% transactional/53% relationship).

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Beyond Philosophy

SEPTEMBER 6, 2016

They focus instead on chasing down the next sale, competing on price and compensating employees more for winning new accounts than for keeping existing customers happy, engaged and loyal. showed that 80% of companies spend too much of their marketing budget on customer acquisition.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Amity

MAY 19, 2017

Parlor Skis is a small business which operates in a non-tech industry. The news media industry has been facing huge changes and a period of turmoil. Your product or service doesn’t work on its own, it’s used by smart people who are driving change in their industries. Typeform Stories – Santa Claus.

Customer advocacy 57

Customer advocacy Customer centricity Marketing Sales 57

Talkdesk

APRIL 13, 2021

By partnering with leading customer experience consultancies to outsource administrative efforts, we aim to reinforce our commitment towards providing customers with a better agent and customer experience, and increased customer advocacy. What are the benefits for Talkdesk customers?

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

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

Vcaretec

JUNE 6, 2022

Regardless of industry, Customer Satisfaction is one of the most important elements of a successful business, whether you’re a major retailer, wireless carrier, healthcare provider, or any in nearly any other vertical. A staggering 91% of unhappy customers will never purchase from you again. This is tragic!

Customer advocacy 90

Customer advocacy Wireless Customer Care Benchmark 90

Influitive

JUNE 7, 2018

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 68

Customer advocacy Marketing Sales B2B 68

CustomerSuccessBox

AUGUST 10, 2021

Increased Advocacy. According to Harvard Business School Press, “Just a 12% increase in customer advocacy can bring 200% growth in revenue for companies”. Identifying successful customers through your Health Score fills your Customer Marketing pipeline with strong referrals and individuals willing to partner with you.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

Totango

MARCH 29, 2022

Paired with HubSpot’s powerful CRM, Totango allows small-to-midsize companies across a range of industries to better manage customer communications. How Mapping Customer Journeys with Data Helps Marketing + Sales Teams . Grow customer advocacy and change detractors into promoters.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

ChurnZero

DECEMBER 14, 2022

In the 2023 CI Index report, we expand these concepts and provide additional data on the critical outcomes that customer intelligence can provide, including: Improving net dollar retention. Influencing customer advocacy. Creating deeper customer relationships. Fostering a collective reality for customer experience.

Surveys 98

Surveys Customer advocacy SaaS B2B 98

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. Your contact center staff have the potential to be the ‘voice’ of your organization just as much as they’re also the ‘ears.’

Contact Center 160

Contact Center Customer advocacy Morale Education 160

ClientSuccess

MARCH 8, 2021

Customer marketing is key. Your current customers are one of the best marketing channels available, regardless of your industry or product vertical. It makes sense, then, that marketing would be so keen to gather customer stories and feedback about the value they’re experiencing with your product.

Customer advocacy 92

Customer advocacy Upselling Marketing Sales 92

Netomi

APRIL 27, 2022

Emphasis is placed on giving agents more time to spend with customers, so they are not solely focused on closing Zendesk tickets, but actually feel empowered to better the customer experience. Can a customer be brought onto a customer advocacy program? Stay up-to-date on all things happening in the world of CX!

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

Taylor Reach Group

FEBRUARY 22, 2019

Here are three examples from the industry; 1) The smartphone applet community is a great example of best-practice; low CES with transparent delivery. 2) Contrast that with the auto industry; where updates are affected by mechanics when the vehicle is brought in for routine maintenance. In these situations, the CES score is 10.

Customer Experience 94

Customer Experience Benchmark Contact Center Customer advocacy 94

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Resource: The Customer Data Platform Benefits You Should Know. The Customer Journey is Not Linear.

Journey mapping 99

Journey mapping Customer advocacy Enterprise Technology 99

Blueship Call Center

JANUARY 27, 2025

Word-of-Mouth Marketing : Satisfied customers are more likely to recommend your brand to others. Customer Advocacy : Happy customers become brand ambassadors. Drives Revenue Growth A superior customer experience can directly impact a companys bottom line. Here are some of the sectors that benefit the most: 1.

Call Center 40

Call Center Customer Experience Brand ambassadors Technical Support 40

Totango

JULY 19, 2021

Extensive product and industry knowledge. Talent for soothing angry customers and good negotiation skills. Customer advocacy. Customer support. High-value customers get dedicated CSM’s where high-volume takes a 1 to many approach. 5: Collect Customer Feedback. Qualities of an ideal CSM include. .

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Represent the interests and desires of the customers throughout the company.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

ClientSuccess

NOVEMBER 2, 2021

Typically, you want to look for a customer that has seen value with your solution, met at least one or more of their project goals, and has expressed satisfaction during your conversations. There are three different types of marketing programs that can help support customer advocacy: 1.Reference

Marketing 59

Marketing Customer advocacy Sales Technology 59

CSM Magazine

NOVEMBER 5, 2019

Louise Robertson, Global Marketing Director at Localz, examines the impact of the ‘IConomy’ on the customer experience. We are in the fourth industrial revolution: the IConomy. Our research has found that customers top three demands are: 89% of customers want an ‘uberized’ experience.

Engineering 40

Engineering Customer advocacy Enterprise Marketing 40

Vcaretec

JUNE 6, 2022

When you look holistically at the benefits of increased Net Promoter Scores (NPS®), Customer Satisfaction (CSAT) scores, the increased efficiency in an onshore environment, and the personal connection that’s able to be built with your customers - these are the ingredients that create amazing support experiences that drive customer advocacy.

Customer Care 89

Customer Care Wireless Telecommunications outsourcing 89

Influitive

OCTOBER 28, 2015

Referrals and recommendations from colleagues , and those who work in the same industry as you—naturally. Other B2B brands have had success by melding referrals and customer advocacy: Find out how ReadyTalk uses advocate marketing to generate high-quality, fast-closing referral leads.

B2B 89

B2B Marketing Customer advocacy Surveys 89

Calabrio

APRIL 16, 2019

Today, I am excited to announce our latest evolution as a workforce engagement organization as I step into my new role as Calabrios Director of Customer Advocacy. So, what does it mean to be a customer advocate? This is a question we have given a lot of thought to when we planned out the Customer Advocacy role.

Customer centricity 52

Customer centricity Customer advocacy Best practices Contact Center 52

Verint

FEBRUARY 1, 2017

Here at Verint, Customer Experience remains at the forefront of how we operate. We have a thoughtful, dedicated CX initiative with broad cross-functional support and fantastic customer advocacy. A big part of this success is having a dedicated operational leader for CX.

Customer Experience 34

Customer Experience Customer advocacy Feedback Customer Service 34

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Jessica Jurmann , Director of Customer Success, G2. Watch the session: Customer Advocacy as a Growth Engine. Customer Success leaders need to have business acumen if they want a seat at the table. But it’s a good problem.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Sykes

AUGUST 1, 2019

“With SYKES’ service capabilities, global reach and innovative approach, we look forward to improving service experiences for our healthcare operations,” said Tom Philibotte, Vice President of Customer Advocacy at Cigna.

Multichannel 76

Multichannel Healthcare Technical Support Transportation 76

Netomi

JUNE 27, 2022

Customer service has one of the highest attrition rates of any industry, at around 45%. Customer advocacy and proactive care, which reduces the cost per contact by anticipating tickets, and preemptively resolving issues before a customer even knows that one exists. This causes even more issues.

Customer advocacy 98

Customer advocacy Finance Customer Service Technology 98

Customer Interactions

MAY 16, 2016

Net Promoter Score (NPS ®) Across Various Industries, Aspects of the Customer Journey.

Customer advocacy 31

Customer advocacy Benchmark Technology Customer Experience 31