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Customer Advocacy

Introduction

Welcome
What you need to know before watching this course

1. Principles of Customer Advocacy

What is customer advocacy?
Why is customer advocacy important?
Traits of successful customer advocacy initiatives
Empowering employees to be customer advocates
Harnessing service and operations
Identifying cross-functional benefits

2. From Insight to Action

A structured approach to customer advocacy
Knowing your customers
Creating the means to act
Prioritizing and taking action
Assessing results

3. From Action to Brand Advocates

The power of brand advocates
Passive promoters
Active promoters
Keeping the momentum

Conclusion

Developing a culture of customer advocacy
Next steps

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