Customer Advocacy training starts June 10, 2024. Learn more and sign-up here:
https://www.impactdemy.com/courses/the-advocacy-program-eujun24

ON TODAY'S EPISODE:
Unlock the power of real, enthusiastic customer advocacy. This week on Impact Weekly, Johan and Lincoln explore the strategies to turn your customers into your most potent marketing force. They lay down the importance of a systematic approach to advocacy, tracking, and making data-backed asks to cultivate authentic customer champions.

THIS WEEK'S QUESTION:
“How can customers see the value in being advocates? What's in it for the customer?”

TOPICS BEING ADDRESSED:

• Setting the stage for advocacy through "orchestration"
• How tracking advocacy influences can be leveraged for future asks
• Graduated Advocacy Asks: Making increasingly impactful requests over time

QUOTES:
Lincoln Murphy (18:00): "When you get to that point, the ask goes over much better because it's expected."

Johan Nilsson (19:00): "We need to keep track of that referral process, not just for our sake but to better our advocacy ask later."

Lincoln Murphy (20:00): "By reminding them how important unbiased reviews were to them, you make them want to share their story."

Lincoln Murphy (21:00): "We're having larger, more intense asks over time, and that's invoking consistency and commitment."

Johan Nilsson (22:00): "You need to operationalize this to get advocacy going. It's not just about asking; it's about setting things up."

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

Do you have a question you want us to answer? Submit it here.

Customer Advocacy training starts June 10, 2024. Learn more and sign-up here:
https://www.impactdemy.com/courses/the-advocacy-program-eujun24

ON TODAY'S EPISODE:
In this enlightening episode of Impact Weekly, Johan and Lincoln unpack the intricacies of customer advocacy, focusing on the subtle yet powerful differences between earned and incentivized advocacy. They explore why genuine, unsolicited customer testimonials are more effective and how to encourage them. Additionally, they discuss the pitfalls of offering incentives for customer reviews and share how to frame the 'ask' to create more compelling and authentic advocacy.

THIS WEEK'S QUESTION:
“How can customers see the value in being advocates? What's in it for the customer?”

TOPICS BEING ADDRESSED:

• The psychology and implications of "earned" versus "incentivized" advocacy.
• Why putting a monetary value on a customer’s time can backfire when seeking reviews.
• Making the customer the 'hero' as a tactic for eliciting authentic, compelling stories.

QUOTES:

Lincoln Murphy (10:22): "We generally want earned advocacy rather than incentivized."

Johan Nilsson (11:07): "You put some sort of value on the time you request from the customer, and that can be really bad."

Lincoln Murphy (15:45): "The level of participation is going to be whatever the bare minimum is if it's incentivized."

Lincoln Murphy (17:33): "Whatever participation you do get, because it's earned, that participation is going to be so much more valuable."

Johan Nilsson (19:01): "When you make the customer the hero, you get really someone really engaged; it's a win-win."

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

Do you have a question you want us to answer? Submit it here.

Impact Academy Expansion Program starts 27 May, 2024. Learn more and sign-up here:
https://www.impactdemy.com/courses/the-expansion-program-may-eu

ON TODAY'S EPISODE:
In this week’s episode of Impact Weekly, Johan and Lincoln tackle the challenging question of how to start finding expansion opportunities when there appear to be none. They delve into the importance of the right mindset, strategies for uncovering hidden growth potential, and practical approaches for driving expansion in customer success.

THIS WEEK'S QUESTION:
"At the moment I have zero expansion opportunities. Where and how do I start?"

TOPICS BEING ADDRESSED:

1. The critical role of mindset in recognizing and creating expansion opportunities.
2. Strategies for operationalizing expansion as an integral part of the customer's journey.
3. The importance of pricing and planning in facilitating customer success and expansion.

QUOTES:
Lincoln Murphy (08:02): "We often see customers churn out... they just didn't know that, for this new goal they had, you were still the solution for it."

Johan Nilsson (14:37): "It's a lot about having, if you have a real expansion model working... you can trust that process."

Lincoln Murphy (19:59): "If you're tasked in Customer Success with expansion, and you don't have any input into pricing... That needs to change."

Johan Nilsson (22:03): "It's crucial for expansion... You have to be at the table when you talk about pricing and plans."

Lincoln Murphy (26:18): "We did that because we didn't trust the expansion process, or we just didn't have an expansion process in place."

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

Do you have a question you want us to answer? Submit it here.