Understand different ways organizations interpret what customer advocacy means and how it is implemented. Hear examples of how different companies approach customer advocacy. Identify the five traits all successful customer advocacy initiatives have in common.
- One way to understand how different organizations…interpret what customer advocacy means…is to look at how they implement it internally.…At the most basic level some organizations…designate individuals to be customer advocates.…Much like patient advocates in a healthcare system…they help customers who have unique or urgent needs…navigate the organization's departments and processes.…In a common variation we've all had experiences…where an employee went above and beyond to help us.…
Another approach is to establish a customer advocacy team.…Or a tier within customer service.…In addition to helping customers resolve problems…this team often works with the broader organization…to identify and prioritize needed…improvements to products, services and processes.…CA technology is a large software providers…recently changed titles of their…customer service agents to Customer Advocates.…This was part of their effort to change the mindset…and to empower employees to truly solve problems.…
A third approach is to establish a central team…
- Identify the benefits of customer advocacy.
- Identify traits of successful customer advocacy.
- Discover ways to understand your customer.
- Evaluate results from a customer advocacy program.
- Determine how to turn customers into brand advocates.
- Assess how to develop a culture of customer advocacy.