As more and more companies transition to a digital marketing strategy, there is a golden opportunity to involve your customer advocates. Any advocate for your brand can be a game-changer in the buyer's journey. In a fireside chat at the Influitive Live virtual event, I shared keys to success for driving social engagement and advocacy
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 customer experience to drive retention. Where does the customer journey
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 exceptional customer experience at each stage of the customer journey.
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 format. Storytelling will evolve to story promoting—and not just by
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 best chances of success. As panelists, we weighed in on
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 retention correlate. Research from SiriusDecisions shows that 80% of buying
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 technology to gamify and scale our online customer community, Commvault
Most customer advocacy programs have grown out of a need to supply a reference to a prospect for a sales opportunity. If you wait until the prospect asks for a reference, then you are working in what’s called an ‘on-demand’ and reactive state of doing business. Many customer advocacy programs were once called (and
In 2016, only 10% of B2B IT vendors had established customer advocacy programs, despite it being named one of the top 5 most essential competencies for marketing success, according to IDC. IDC’s 2017 Loyalty Marketing & Advocacy Marketing Barometer study found that 67% of companies now have customer advocacy programs in place – a