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.

1. Understanding, Providing, and Inspiring
ADVOCACY
November 2013

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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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!
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