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 most forward-thinking leaders—Elon Musk, Richard Branson, and Emily Weiss, to name a few—see it as the only true and sustainable way to win customers and market share over the long term. I define customer advocacy …
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 goals that can help you get the most out of your customer feedback efforts. The video is from my LinkedIn Learning course “Customer Service: Managing Customer Feedback.” Establishing your goals from Customer Service: Managing Customer …
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 and part of the same efforts you’re putting into motion internally to improve customer experiences. Connecting and engaging with advocates is a strategic decision. It takes leadership to define its importance, and how you’ll approach …
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 not all do. In this video from the LinkedIn Learning course “Customer Advocacy,” we’ll look at why this is so important and some examples of how to put customer advocacy to work. Harnessing service and …
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 of this. Sadly, businesses lose advocates daily. Often, this stems more from neglect than from anything we do. The video below looks at five principles for maintaining trust and keeping the momentum going. This video …
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 customer advocacy within a team, a department, or across the organization, you’ll need an ongoing approach to guide your efforts. In the following video from the LinkedIn Learning Course, Customer Advocacy, you can learn about …
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 they do. In a recent LinkedIn Learning Course that I recorded, Customer Service Leadership, I include some suggestions for doing that and some sources of insight to consider. Each source of insight has a story …
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 be missing a huge opportunity. Customer advocacy creates what some refer to as your most powerful sales force. Learn more about the benefits of brand advocacy in this recent Lynda.com video from my course Customer …
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 around? One of the past issues of The Edge of Service® Newsletter suggests the answers to these questions is both! Take a few minutes to read this issue (The Edge of Service® Newsletter Issue 21: …
Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize its benefits. If you are interested in how to empower employees to be customer advocates and how to encourage customers …
