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Customer Marketer Group Therapy - Challenges of Launching an Advocacy Program (and how to be successful) - Shared screen with speaker view
Mike Jeffs
14:47
What software are you using to manage the programs? What do you ask advocates to do? What rewards do advocates get? How do you promote your program?
Aly mcgue
15:57
Great questions, Mike! We’ll make sure to answer that.
Rebecca Grossman
18:32
@aly, do you require one action every year? or just the first year?
Nicole Shain
19:09
How do you define 'action'? Do you use different level of participation/tiers?
Hope Mascott
20:10
Do you ask your advocates to revalidate each year that they want to be involved in the program?
Mike Jeffs
20:37
What’s in it for the customer to join and stay active?
Mike Jeffs
23:19
What is reference edge? A slap5 product?
Dana Alvarenga - SlapFive
23:32
A salesforce native app for request management
Hope Mascott
26:49
Do you provide your advocates a welcome gift? Or do you gift your advocates a gift something after giving testimonials or case studies?
Kathleen Shepherd
28:54
Have you been able to share any stats regarding advocacy leading to renewals? I am working on a PPT and saw stats at some time ago but would love to share.
Kathy Meara (Sattin)
32:31
great conversation. Have to start a meeting now. Look forward to listening to the replay. Thanks all!
Isabel Ruiz
32:43
Apologies if this was discussed already (was in another meeting and joined just now) for the panel, how do you manage a community and/or champions at scale? Thank you!
Barbara Donaldson
32:47
To follow up with Kathleen’s question, how to each of you measure program, success (# of advocates, # of activities, $ revenue influenced)???
Barbara Nitke
37:33
Collaborating with CS on NPS promoters outreach for customer advocacy programs is also a great resource
Nina Andres
37:55
^^ agreed Barbara!
James Lustenader
39:22
Also good to tag "Reference completed" on Oppty's, so you can report on how many lost opportunities did not have a reference.
Barbara Nitke
41:33
How does the group flag reference involvement on the opportunity? Is this through flagging reference involvement only or do you track down to the account and contact level with role-based views so not everyone at the org has access to the reference contact information
Kyle Yantis
43:07
How do you push back on the "more more more" beating drum of sales, product marketing, etc.?
Isabel Ruiz
43:12
@Barbara, I depending on the CRM, I would definitely have visibility among teams. Track down to the account and contact level would be the goal
Mike Jeffs
43:19
What rewards do you offer advocates?
Barbara Nitke
43:28
Thanks Isabel
Aly mcgue
50:10
I use Thnks for all my customer gifting. I tailor the gifts to the scale of the activity and the person’s interests.
James Lustenader
53:22
TIP: Try to tag or track which of your customers were part of the armed services, and send them a "Thanks" on Veteren's Day. It goes a long way with relationship building.
Cristina Seckinger
53:41
Love that James!
Isabel Ruiz
53:59
Fan of swag and stickers here, though! :D
Kaily Baskett
54:07
I recently conducted some interviews for a new client where we asked "What would this program need to include to ensure that you'd receive enough value to participate?" which led to a great list of activities (customer-led), then the other question that led to great responses was "What has been your favorite experience participating in a customer program?" which lead to great ideas as well. The responses that stood out to me were "beta programs/ access to product team monthly/ Customer Advisory Board"
Mark Manning
54:08
How do folks think about Community Marketing (where you may have folks with hands on keyboard with the product), and Customer Advocacy (where it's more influencers / leadership)? If so, how did you think about this as you launched the program? Is it co-existence / overlap, or did you find you had to create two different experiences or properties to engage with each? Thanks!
Hope Mascott
55:46
Do you run into any resistance in getting releases from your customers so you can use their video testimonials or success stories or logos on the website?
Mark Manning
57:35
Certainly helpful, thank you!
Kaily Baskett
59:49
Hope, my best advice for this is don't just offer Yes or No as responses; allow clients to choose whether you can share the story publicly, can it be shared internally at your company, can it be shared internally within your CLIENT's company, or not shared at all. This leads to way more options and can help expand into large enterprise accounts even if a testimonial can only be shared in their own company
Aly mcgue
01:00:52
So many great, questions! If anyone wants to connect on LinkedIn, find me here —> www.linkedin.com/in/alyklinemcgue/
Dana Alvarenga - SlapFive
01:01:20
Join the customerx slack group here - https://join.slack.com/t/customerxpro/shared_invite/zt-jx8giy35-EEWhY1F09Vkhqq4oGyf3zQ
Meaghan Britain
01:01:22
Cristina, could you share again the podcasts you like to listen to?
Cristina Seckinger
01:01:54
Beating the Drum with Margot Leong is a great on
Isabel Ruiz
01:01:56
Same! Plus Slack https://www.linkedin.com/in/isabelruiz2301/
Meaghan Britain
01:02:02
Thank you!
Cristina Seckinger
01:02:44
And of course Dana’s CustomerX slack group is such a great resource/community
Kyle Yantis
01:02:45
Hope, to add to Kaily's answer: It's also good to outline with your contact what the typical approval process looks like within a company. Offer to help reach out to those in marketing at an org to get approvals. And ensure you have an electronic approval form for anything that is approved for public use. And internally make sure people understand these videos are a snapshot in time and should last any changes within the customer account.
Isabel Ruiz
01:03:02
I won’t plug my own micro podcast but for sure The 20 minute Marketing Podcast, beating the drum and The CX Leader podcast :
TIFFANY NGUYEN
01:03:15
Super helpful session, thank you! @Dana can you please share the recording in the channel and or here. Thank you!
Kaily Baskett
01:03:25
Love that Kyle, thanks
Barbara Nitke
01:03:28
Thank you all!
Hope Mascott
01:03:33
Thanks so much
Isabel Ruiz
01:03:40
Thanks Dana and panel!!
Meaghan Britain
01:03:40
Thanks Isabel!
ALYSSA WALKER
01:03:49
Thank you!
Nina Andres
01:03:57
Thank you!