Understanding Customer and Brand Advocacy

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Patients rely on advocates for their health care. Employees rely on advocacy to have their needs and ideas heard. Customers advocate for brands they love, and companies need to advocate for customers who have questions and feedback. Why are these relationships so important, yet so rare? Let’s take a closer look at advocacy from all angles.

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Understanding Customer and Brand Advocacy

  1. 1. Understanding, Providing, and Inspiring ADVOCACY November 2013
  2. 2. Patients rely on advocates for their health care. Employees rely on advocacy to have their needs and ideas heard. Customers advocate for brands they love, and companies need to advocate for customers who have questions and feedback. Why are these relationships so important, yet so rare? Let’s take a closer look at advocacy from all angles. It’s all about advocating for those who need our attention as well as those who have earned it.
  3. 3. Click to Read Loyal customers can be your best customers, but never utter a word about your brand to others. Does that make an advocate? Probably not. What is the difference between loyal customers and brand advocates? What do you do to encourage customers to become advocates for your brand? Image credit: davidmpacey via Creative Commons
  4. 4. Click to Read Idea collaboration should be a positive experience but the reality is, there are people working with you who let awesome ideas go unheard due to lack of advocacy. Do yourself a favor and follow these steps toward inclusion. The best new ideas may be tucked away in the “wrong” department. Image credit: Santos “Grim Santo” Gonzalez via Creative Commons
  5. 5. Click to Read You cannot be a true customer advocate unless you are listening – constantly. Here are 5 fundamental rules for managing a community where not only are your members valued and heard, but are kept aware of their value so as to keep contributing. Image credit: ume-y via Creative Commons
  6. 6. Click to Read What does a consistently great customer experience trump? You’ve read a lot of posts about “this trumps that” and “that trumps this.” Our friend Annette Franz admits, she’s guilty! She wrote one just for us. So let’s talk about the customer experience. What does it trump? Image credit: Tax Credits via Creative Commons
  7. 7. Click to Read We’ve seen plenty of unreal examples of when companies did the opposite of advocating. I don’t think people who work in these companies are really awful or simple-minded AT ALL. I believe they are smart people who are asked to do simpleminded things. Image credit: Tax Credits via Creative Commons
  8. 8. Click to Read we believe that all companies have someone on board who truly has the customers’ best interest at heart. But where ARE your customer advocates, and are they really being heard? We have a special video for you. Come take the customer advocacy challenge with us!
  9. 9. Click to Read When we talk about brand advocacy, we are not talking about spokespeople, but real people who have a real affinity with your product or company. Learn how to inspire customers to do on their own what paid spokespeople fail to do: demonstrate true love for the experience you provide.
  10. 10. Click to Read Admit it. It’s tough for me to admit it myself. But if you can take the climb up our infographic and you conclude that you need to get back on track, that’s half of the progress! Enlightened leadership is key to improving customer experience.
  11. 11. Click to Read Microinteractions can be incredibly small moments. They are typically the overlooked and mundane transactions between customer and company. But when they are special, they can generate a great response in the recipient. Here are some outstanding examples. Image credit: Lord Biro via Creative Commons
  12. 12. Click to Read We often speak of little things messing up part of your day. But one of our Investigators did not expect to be stereotyped and insulted based on the fact that she is Deaf, and using relay service. When customers have to move past your staff to advocate themselves, you have a problem. Image credit: USAG-Humphreys via Creative Commons
  13. 13. Click to Read While it's easy to get wrapped up in our daily lives, those of us who are blessed with having good connections can often easily pay it forward by helping job seekers connect when possible. I would want others to do the same for me. Image credit: e_Chaya via Creative Commons
  14. 14. Click to Read What customers, or people in general expect from you sets the stage for how they will react emotionally to the experience you actually deliver. It’s time to go above and beyond to exceed the expectations set, but we need to understand these basic rules before we can do that. Image credit: gurdonark via Creative Commons
  15. 15. Click to Read Creating moments of customer delight can be magical. The best part is that by using what you already know you can create awesome personalized experiences. Find out how Google created a WOW experience to make our Microinteraction of the Month! Image credit: Google
  16. 16. Don’t let the “micro” part fool you- microinteractions often have a huge impact on the customer experience. That is why we just can’t get enough of ‘em! So get social with us. Send us yours, and maybe it will be featured next month! (You gotta click for a closer look!)
  17. 17. Thanks for joining us as we explored advocacy from all angles through the month. Have something to say? You’ve already found us, and we’re all about listening here at 360Connext. Give us a holler! @jeanniecw Google+ Pinterest 360Connext CXI® Club Instagram Jeannie Walters @360Connext RSS CXI®Club Newsletter 360Connext.com

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