Brad Cleveland Blog

MAY 9, 2023

When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment.

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Brad Cleveland Blog

DECEMBER 9, 2022

The next scene shows him … Continue reading → The post Customer Advocacy: The Secret Sauce appeared first on Brad Cleveland. 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 clumsy, heavy, and he struggles to get the CD loaded.

Customers 49

Customers Contact Center Customer relationships Call Center 49

AirVote

FEBRUARY 1, 2021

A recent research by Marketing Technology Insights delves into why customers are motivated to submit reviews. It has a lot of numbers as the research slices the customer responses in many directions. Do customers submit reviews? If you have not started actively gathering customer feedback, start now.

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Feedback Customers Consumers Technology 52

CSM Practice

APRIL 16, 2019

t not only make it, but does it in a way that makes their customers super successful in the process. ng new customers thr?ugh In the customer success word we use the term “advocate” to define a customer who t?lk? things a customer success manager ??n As explained by Jesse Goldman VP of customer ?u?????

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Customer Success e-support Customers Management 55

Brad Cleveland Blog

SEPTEMBER 1, 2022

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. appeared first on Brad Cleveland.

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Culture Customers Contact Center Customer relationships 26

Brad Cleveland Blog

MAY 9, 2023

When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment.

Customers 26

Customers Contact Center Customer relationships Call Center 26

Wootric CX Blog

SEPTEMBER 2, 2020

The entire process – from discovery, to purchase, to use – was kind of a headache but the customer service experience to resolve your issues was great. Which experience is most likely going to turn you into a loyal customer who raves about and refers the product to everyone you meet? Make “Customer-Focus” a Pre-Hire Priority.

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Net Promoter Score Customer Centricity Effort Score Roadmap 59

Brad Cleveland Blog

DECEMBER 9, 2022

The next scene shows him … Continue reading → The post Customer Advocacy: The Secret Sauce appeared first on Brad Cleveland. 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 clumsy, heavy, and he struggles to get the CD loaded.

Customers 26

Customers Contact Center Customer relationships Call Center 26

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

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Customer Success Customer Centricity Consulting B2B 64

Brad Cleveland Blog

APRIL 7, 2022

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. 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.

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Brad Cleveland Blog

APRIL 7, 2022

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

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Customers Brands Contact Center Customer relationships 26

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

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Customer Success Case Study Resources Customers 52

Brad Cleveland Blog

MAY 27, 2021

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my LinkedIn Learning Course Customer Advocacy.

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Brad Cleveland Blog

NOVEMBER 5, 2021

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 organization benefits from their loyalty. But departments across the organization benefit as well. That’s a point that’s sometimes missed.

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Brad Cleveland Blog

NOVEMBER 5, 2021

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 organization benefits from their loyalty. But departments across the organization benefit as well.

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Course Loyalty Customers Contact Center 26

Brad Cleveland Blog

MAY 27, 2021

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives.

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Video Customers Contact Center Customer relationships 26

InMoment XI

OCTOBER 12, 2009

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates.

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Customer Retention Customer Satisfaction Customers Report 200

InMoment XI

OCTOBER 12, 2009

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates.

Customer Retention 200

Customer Retention Customer Satisfaction Customers Report 200

InMoment XI

OCTOBER 12, 2009

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates.

Customer Retention 200

Customer Retention Customer Satisfaction Customers Report 200

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. A positive customer experience isn’t just about “feel good” experiences, it is about branding, market positioning, perception, and at the end of the day, your bottom line.

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Brad Cleveland Blog

OCTOBER 1, 2020

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. Harnessing service and … The post Customer Advocacy: Harnessing Service and Operations first appeared on Brad Cleveland.

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Video Course Customers Examples 26

Brad Cleveland Blog

OCTOBER 1, 2020

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.

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Video Course Customers Customer Service 26

ClientSuccess

JUNE 24, 2019

ClientSuccess is excited to host Andrew Stapleton , VP of Customer Success at G2Crowd , for this month’s customer success webinar series: How to Gather and Use Reviews for Customer Advocacy. Webinar: How to Gather and Use Reviews for Customer Advocacy. Request a custom product demo.

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Customer Success B2B Software Customers 40

Brad Cleveland Blog

NOVEMBER 14, 2017

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!

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Customers Contact Center Customer relationships Call Center 40

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

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GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Not exactly.

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Strategy Customer Experience Net Promoter Score Social Media 322

Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. She immediately called Southwest’s customer service line at the airport. Sarah Rowan, a customer service staffer for Southwest at the Pittsburgh airport, took the call.

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Airlines Consulting Leadership Analysis 111

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. Fewer phone calls, but more complex conversations.

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Contact Center Self Service Banking Airlines 111

ShepHyken

MAY 19, 2017

Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. When providing customer service, speed saves relationships. When a customer writes a complaint online, review, tweet, post, etc., But only 8% of customers believe they are. don’t ignore them.

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Social Media Customer Service Consulting Customer Experience 73

ClientSuccess

FEBRUARY 28, 2018

ClientSuccess hosted Sara Masson, Senior Customer Success Manager of Loopio and a 2017 Customer Success Innovator of the Year Finalist , for this month’s customer success webinar series: How to Build Customer Advocates using The Customer Advocacy Ladder. The customer advocacy ladder framework.

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Customer Success How To B2B Innovation 40

Brad Cleveland Blog

JUNE 27, 2019

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.

Video 26

Video Course Customers Brands 26

AskNicely

SEPTEMBER 25, 2018

Growth-savvy customer success experts agree that creating a customer-first culture begins and ends with executive buy-in. And as we discussed in an earlier blog , an advanced NPS program doubles your likelihood to achieve both 100%+ growth and net-negative churn. Lower customer churn and higher revenue growth.

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Net Promoter Score Customer Success NPS Culture 150

ShepHyken

FEBRUARY 3, 2017

This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. Innovative service has the same emotional influence and poignant hold on customers. Good” is the key to customer retention; but “unique” is the secret to customer advocacy.

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Hotels Innovation Customer Retention Examples 48

Brad Cleveland Blog

JUNE 27, 2019

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates.

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Customers Brands Contact Center Customer relationships 26

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

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Customer Journeys Social Media Touchpoint Tips 52

Beyond Philosophy

MARCH 3, 2016

This often minimizes customer selection of vendors. So, aren’t BtoB customers more often “trapped” into supplier relationships compared to their BtoC customer counterparts? Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S.

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Brad Cleveland Blog

NOVEMBER 8, 2018

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives.

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