Customer Engagement

The Customer Experience Loop

2021-09-29T13:35:31-05:00Customer Advocacy, Customer Engagement|

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

The Customer-Centric Mindset

2021-09-11T07:55:33-05:00Content Marketing, Customer Advocacy, Customer Engagement, Customer Marketing|

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.

Where Customer Storytelling Takes Us Next

2021-04-28T14:55:02-05:00Content Marketing, Customer Engagement, Customer Marketing|

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

A Retention Strategy at Your Fingertips

2021-01-27T10:57:21-06:00Customer Advocacy, Customer Engagement, Customer Success|

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

Engagement Strategies & Tactics for Your Online Customer Community

2020-12-18T11:41:49-06:00Customer Advocacy, Customer Engagement, Customer Marketing|

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

How to Move from Tactical to Strategic: 5 Essentials Every Successful Customer Advocacy Program Needs

2021-05-26T11:08:52-05:00Customer Advocacy, Customer Engagement, Customer Reference|

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. As such many customer advocacy programs were once called

The Art of Organizing Happy Customers and Attracting More

2020-11-23T09:56:53-06:00Customer Advocacy, Customer Engagement, Customer Marketing|

In 2016, only 10% of B2B IT vendors had established customer advocacy programs, despite it being named one of the top 5 most important 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 570%

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