Rob Ayre

#open-share - May 17, 2024 at 05:19 PM

bit of a long story but thought some on here may find this interesting/useful. Hello everyone! I wanted to share a new customer program I launched this week and some of the steps we took and learnings. I joined Workleap roughly 4 months ago and wanted to show early the power of customer advocacy and help scale quickly. We have a suite of HR products, but for this program, I leaned into our product Officevibe, an Employee Engagement software. Think regular employee surveys that set metrics for engagement companies. My CTO came to me and said we have lots of customer data. How can we use it to highlight our customers and get them to post on social media? I took that idea and put together our first-ever Employee Experience Leader Campaign. Step 1: Working with our data team, we established the top 20 customers in each of our user size segments to determine the top 20 accounts in each segment. Step 2: Published a social post announcing the program was coming in three weeks. Step 3: Reached out to customers in partnership with our AM and CSM team, informing our leading customers they made the list and provided them with a personalized Asset package complete with: • 🏆 Leaders Badge: Customers can Flaunt this badge proudly on their careers page or social media—a testament to their fantastic culture! • 🌟 Branded Social Media Assets: • 👏 Manager Appreciation Good Vibe Template: This makes sending a Good Vibe to their managers easy, giving them the recognition they deserve for creating a fantastic workplace. • 📣 Executive Awareness Template: Helping them to easily share their accomplishment with leadership. 1. Press Release Template: This is in case they want to publish even further. I also started using SlapFive and included a prompt from the software to get these leaders in on our advocacy program and answer 3 questions. 1. How do you maintain such a high engagement Score 2. Of our 10 key metrics which are you following most closely and what programs are you running to improve them 3. What do you love about Workleap Officevibe This week marked the big release and we received a positive reception from our customers. We also released the list alongside a first for us, an Employee Engagement Benchmark report that pulled together key benchmarks from our software across our global customer base Here are the quick links: 1. Report: [https://workleap.com/resources/employee-engagement-benchmark-report/](https://workleap.com/resources/employee-engagement-benchmark-report/) 2. List (blog): [https://workleap.com/blog/ex-leaders-spring-2024](https://workleap.com/blog/ex-leaders-spring-2024) The reception on social media has been great. Many of the customers commented on our announcement post, published their own posts on their corporate channels, had their employees share the news, and even published their own press releases. The real kicker and helpful early buy-in grabber for my program 20 of the 60 leading customers jumped on this and submitted testimonials via SlapFive. We've turned this around and created custom story pages for every submitted customer. To bring some rolling thunder for this program, we'll release these as special customer spotlights in the following weeks. In under 3 weeks, we created nearly 15 ready-to-go case studies, celebrated our best customers, and drove awareness of our products across key channels!!

#random - February 01, 2024 at 10:28 PM

Amazing, thanks Mary! Lauren I’ll send you a message!

#random - February 01, 2024 at 09:42 PM

Hey friends! Has anyone ran impactful customer expansion programs (seat expansion/user expansions)? I’d love to connect and learn!!

#announcements - January 05, 2024 at 06:18 PM

Hey Bria! This is a tricky one. I’d heard from a customer of Influitive who set a 2 week period where people could redeem any outstanding points before all points were reset back to 0 for everyone with the new structure. This is the cleanest approach Ive seen. Strategicallly though you have to make sure you have budget available to account for that two week period. This is also a great reengsgent technique to get people back in so you’ll want to make sure you have new fresh engaging content for folks to jump back into when they go to redeem their points. Additionally, make sure in your comms and in your program you’re making it clear how the new point system will work so there are no surprises and you’re proactively answering members questions. Speaking of communication you’ll want to have you lists and comms all set and send out a few notices and reminders leading up to and during the 2 week period to make sure no one feels they missed their chance. You can also enable you CS team to reach out to customers to let them know as well. Once the two weeks is up you can reset to 0, set expirations, whatever you want really moving forward because you’re essentially wiping the slate clean. We’d though to do this in our hub but the sheer number of outstanding points and the budget that would be required should we get a massive influx of redeemers come in just wasn’t really feesable at the time. So def carefully consider your estimates on what that 2 weeks could cost you. If memory serves the customer I referenced was $3-5k. Take a look at outstanding points, avg monthly costs, available rewards to get a sense of potential cost.

#announcements - July 31, 2023 at 06:39 PM

So far we've been testing it with only non-sensitive content. Anything more we would do a need dive into the privacy policy

#announcements - July 31, 2023 at 06:24 PM

We recently started using a tool called [SummarAIze](https://summaraize.com/) - it's pretty unreal. It allows us to take our interviews, webinars, podcasts etc. with customers and transition them into written studies and blogs super quickly. It also generates social copy, email copy, gives you time codes for key moments to pull out and use in your blog post, on social, however you would want a snippet. It's really a game changers and allows you to use a webinar or recorded interviews as the foundation content and then the written side of the content is generated with maybe the best accuracy I've seen so far when using AI. And it's CHEAP, $15 per 1hr of recording. You upload the MP4 and it generates: • Transcript • Twitter Thread reco • LinkedIn Post • optimized YouTube title and Desc • Blog post (could also be used as a case study) • Optimized title and highlights • Email content • Bios if part of your recording included an intro from your speaker You do still need to edit a bit but it saves some serious time and allows you to rethink you process for creating content. Agreed with @Joel Klettke, we certainly would never let the tool create content and publish it unedited or reviewed by necessary parties. Maybe one day? Echoing everyone else, GPT can be useful to give you more ideas quicker.

#announcements - July 18, 2023 at 02:49 PM

@Daniel Palay good thinking, @Allison Hughes the report was compiled by The Customer Marketing Alliance. Attached.

#announcements - May 17, 2023 at 03:18 PM

Thaank you, yeah it was a lot to try to fit in and really only scratch the surface. I didn't think it was possible to share much of anything in ten minutes so hoping I did it some justice. Slowing it down to .5 speed will make it feel normal I think hah!

#announcements - May 17, 2023 at 03:14 PM

Hah!! I've never spoken so quickly in my life, absolutely blacked out while also trying to keep an eye on the little ticker clock.

#announcements - May 12, 2023 at 01:03 PM

In my previous role this was a recurring challenge, we ended up building it right into the MSA and having language/blurb approval happen directly during the deal cycle typical in the second to last or last stage. It required a strong partnership with the sales managers and AEs both at those times of request and throughout the quarter to identify the people we would be looking to engage with during pipeline calls. Getting ahead of it at the start of each quarter and having a call with your CFO, Head or AR if available, and CRO or sales managers can help you to set out the story you want to the tell and the logos you will need to focus on securing approval and language from during the quarter.

#announcements - April 20, 2023 at 08:34 PM

What's one feature, outcome, or use of our product that you didn't expect that has made an impact on how you manage your program?

#random - March 29, 2023 at 03:02 PM

This has got to be one of my favourite threads of all time.

#announcements - March 06, 2023 at 07:05 PM

We worked with our friends over at the Customer Marketing Alliance on that one! Audrey, you can find the report here: <https://www.customermarketingalliance.com/customer-marketing-salary-report-2022/> this should help to give you some guidance and help you along!

#random - January 26, 2023 at 02:35 PM

I just noticed that too! Really great, love it!

#welcome - December 01, 2022 at 03:12 PM

Hey everyone!! Pumped to be here and learning alongside such inspiring folks!! Thanks @Mary Green (Owner CMAweekly) you're the best!