Join Brad Cleveland for an in-depth discussion in this video What you need to know before watching this course, part of Customer Advocacy.
- There are a few things that are helpful to know before watching this course. First, it's designed to be practical. Customer advocacy is about taking action on behalf of your customers. The principles work best when the entire organization is aligned around them but I've also seen individuals, small teams and departments have positive impact and become sparks for more full-fledged initiatives. The content applies to really any industry, any size of operation. It's applicable whether you serve consumers or other businesses and external or internal customers.
And whatever your role, be it senior level leadership, department manager, part of a support team or perhaps someone who directly engages with consumers our intent is to provide an understanding of what customer advocacy is and how you can put it to work. We approach the topic holistically. Customer advocacy involves both what we do within the organization to improve customer experiences and how customers respond, the degree to which they're advocates for our products and brand.
This course treats both aspects as important and interrelated. The chapters build on one another. I encourage you to view them as part of an overall integrated approach. Finally, we've created some worksheets and a resource guide to help you implement these concepts and I invite you to download and have them ready. With them you'll find a learning plan worksheet that will help you chart out your learning goals for the course and I encourage you to go through that one now.
- 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.