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Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: customer advocacy

April 7, 2022

A Structured Approach to Customer Advocacy

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it. Whether you’re developing...

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March 16, 2022

Build a Brand Advocate Pyramid

Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your...

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November 5, 2021

Cross-functional benefits of customer advocacy

Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the...

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September 30, 2021

Equipping Your Agents to Be Customer Advocates

Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and 2021. Many of today’s...

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May 6, 2021

Establishing Your Customer Feedback Goals

Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six...

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February 18, 2021

Creating Customer Advocates

Connecting with advocates doesn’t happen by accident. You need a plan, and a person or a team who’s responsible. And they should be collaborating with...

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October 1, 2020

Customer Advocacy: Harnessing Service and Operations

It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately...

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October 10, 2019

Keeping Your Customer Advocates Engaged

Our customer advocates trust us. If they didn’t, they wouldn’t be advocates. They want that trust to continue and we need to do our part...

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June 27, 2019

A Structured Approach to Customer Advocacy

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing...

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October 17, 2018

Putting Yourself in Your Customers’ Shoes

Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as...

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June 26, 2018

The Power of Brand Advocacy

Do you know who your company’s brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may...

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November 14, 2017

Customer Advocacy: An Essential Ingredient

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way...

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