Alison
Forum Replies Created
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299
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Showing customers you care more about their personal/professional growth than you care about contracts and dollars is the best way to start a solid advocacy partnership. I start simple with ways for customers to connect with each other – for virtual, it’s easy to group customers by industry or role and create a discussion topic and invite them to participate. There is no other agenda other than allowing them to connect, discuss a common challenge, and share information. If you’re fortunate enough to bring customers together in person, start small and start based on geography. Regional meet ups are becoming more and more popular. Why? Because they allow connections to be made AND sustained. Again, your role is to simply provide the platform for connection.
Of course, communication is key with both of these is key – you have to flawlessly execute the communication and set the expectations. Customers will undoubtedly enjoy being together and they will be grateful that someone did the heavy lift of making that happen.
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299
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I would be curious what the goals are of all of these various programs – and were they created by a single team, or created by different teams and operated using differing resources and leaders? With that information I may be able to answer with a bit more detail, but I would definitely try to consolidate these groups, or determine where there is overlap and redundancy. I would also be curious how CAB is being defined – many organizations want one but few define it correctly.
The short answer is yes, you should try to manage them under one umbrella. You should also try to eliminate some of them based on goals/intentions behind each one.
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299
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Joe did an excellent job of answering your question – lots of great detail about the different review platforms out there, as well as solid tips for how to ensure you’re engaging with the platforms that work best for your organization and your goals.
In addition, like Joe said, I encourage you to diversifying your approach and strategy to customer reviews. We often get caught in a reactionary mode, versus being proactive – and we also end up focusing on reviews once or twice a year rather than every quarter to ensure a constant flow of review content. Researching review platforms is essential to building out your strategy as they all bring something to the table. Some help achieve an analyst goal, some deliver exceptional content that can be part of your customer marketing/advocacy strategy, and all are good to engage with from a visibility perspective so you know that your prospects are coming across your solutions.
I have shared a lot of information about creating this diversified strategy and am happy to discuss further if it’s of interest 🙂
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299
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Joe – I agree with you and Scott that video reviews are going to become more and more popular – just as we’ve seen the surge of video customer stories replacing the archaic written case study. And yes, review sites are starting to to take notice. One of the many reasons I joined the PeerSpot team after being a customer was the focus on quality over quantity content, but also the work they do with video reviews and testimonials captured in different ways. A video can become a narrative, but a narrative cannot become a video – it only makes sense to capture options at the onset.