The Customer Experience Loop
The customer journey is specific to the digital and human interactions, or touchpoints, that your customers and potential customers have with your product, service, and brand. In B2B, there is an ever-increasing focus on the customer journey and how we can positively impact the overall
The Customer-Centric Mindset
Organizations can help achieve operational efficiencies by leveraging technology—as it creates a seamless internal communication process amongst stakeholders. However, the customer experience often gets lost along the way. A customer-centric mindset focuses on people first, technology second, and will enable your organization to offer an
Where Customer Storytelling Takes Us Next
In a video interview with Vocal Video, Where Customer Storytelling Takes Us Next, I provided three customer storytelling trends that I foresee occurring over the next five years: Digital assets and promotion will remain. We will become much more creative yet brief in our storytelling
Enhancing Customer Engagements with Enablement
I recently had the opportunity to participate as a panelist for a Sales Enablement Soiree virtual event with Sales Enablement Pro. Our session, Enhancing Customer Engagements with Enablement, explored how sales reps in 2021 must be highly skilled in fostering authentic customer relationships for the
A Retention Strategy at Your Fingertips
In highly competitive industries, such as Software as a Service (SaaS), customer advocacy is a company’s greatest differentiator. This means that you’ll have a viable retention strategy at your fingertips if you can develop your customers into advocates. This is how customer satisfaction and customer
Engagement Strategies & Tactics for Your Online Customer Community
In the first year of our online customer community at Commvault, we experienced some ‘aha’ moments in customer engagement. Those insights led us to focus on what was working well and resulted in a Best Emerging Advocate Program (BAMMIE) award from Influitive. We used their
Relevance, Visibility, and Career Progression
I had the opportunity to sit down with Margot Leong, creator, and host of Beating The Drum, a podcast about the art and science of customer advocacy. In this episode, How to Create Relevance and Boost Your Team’s Visibility, we discuss several common topics in the field
Channel Partners in Your Customer Advocacy Program
Channel Partners are a vital part of the business model for many companies. Why and how would you want to include Partners in your customer advocacy program? Consider them as an extension of your customer ecosystem. As such, here are two approaches to including Channel
How to Incorporate Customer Advocacy into the Marketing Mix
We’re currently living in an engagement economy, wherein everyone and everything is connected. People have always talked, but they now do it on an unprecedented scale. That’s important in a world where it takes anywhere from five to 20 touches with your marketing efforts to generate a
Getting on the Board with Customer Advocacy
This is an excellent time for customer advocacy professionals! We are now in the age of customer experience, and customer engagement is hot in the minds of both marketing and sales. It’s what now differentiates your company from the competition. So what does all that
Customer Advocacy as a Brand Differentiator
As someone who is passionate about customer advocacy, I am convinced that a customer advocacy program is one of the most effective ways you can start building meaningful relationships with your customers and empower authentic word of mouth. Amplifying your Happy Customer’s voice through a
How Customer Advocacy Aligns Sales and Marketing
Sales needs a reference to speak with a prospect. Demand Generation needs a customer success story for a specific campaign. Product Marketing needs a customer to speak with an analyst for a product review. These are just a few examples of the diverse requests you