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Blog

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

Tag Archives: customer advocacy

December 9, 2022

Customer Advocacy: The Secret Sauce

There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s...

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October 21, 2022

The Power of Brand Advocates

Customers are advocates when they positively promote your products and brand. Brand advocates, as they’re often called, bring much value to the organization. The benefits of customer advocates...

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September 1, 2022

Refocus on Customer Advocacy

Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. And you’ll...

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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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