Lauren Turner

#general - October 21, 2024 at 01:47 PM

I have! Happy to chat next week but I’m at CustomerXCon this week.

#general - October 17, 2024 at 05:24 PM

"How would you like to participate in this program's success?" All the other functions need to have skin in the game in order for customer advocacy to be successful. Ideally, they will have KPIs directly related to it (e.g. each CSM needs to have 10% of their accounts be active members of an advocacy program). You will need to talk to the leaders of each function to get that alignment.

#chatgpt - October 16, 2024 at 10:16 PM

I’ve built 17 custom bots—several for customer marketing and advocacy! Happy to do some demos! On the automation side, I’d love to be able to screen scrape LinkedIn contacts and put them into a spreadsheet

#general - October 09, 2024 at 03:48 PM

Back atcha! ❤️

#general - October 09, 2024 at 03:46 PM

Yep! I’ll be there!

#general - October 03, 2024 at 05:06 PM

I personally prefer to tie gifts to Thanksgiving (thanks for being a great customer) because it bypasses awkwardness around religious winter holidays.

#general - October 03, 2024 at 05:05 PM

Depends—are you looking to send the same thing to everyone, or are the gifts personalized? In either case, you’re going to want to make your decisions on items and budget in the next 2 weeks in order to have delivery for the holidays. Most swag will have a lead time of a month or more if it’s being made in China, and then you have to account for mail service backlog over the holidays.

#jobs - September 27, 2024 at 11:09 PM

I’d love an intro!

#general - September 20, 2024 at 08:40 PM

*Use GPI* when targeting large, enterprise-level companies, for strategic decision-making, and to leverage Gartner’s influence. Buyers using GPI are typically more in the research phase of their journey, so the more robust reviews tend to carry more weight there. However, because of their length, you'll generally have to put in more effort (or $) to get customers to do them. *Use G2* when aiming for higher review volume, more diverse demographics, or when targeting SMBs or global markets. Also, prioritize G2 if online visibility and user experience comparisons are key to your sales process (e.g. badges to put on your website, rankings, etc.)

#open-share - September 20, 2024 at 03:15 PM

New blog post: Why Conversion Funnel Models Don’t Work for Customer Communities—and How to Measure What Really Matters: [https://www.linkedin.com/pulse/why-conversion-funnel-models-dont-work-customer-how-me[…]turner--1mi6e/?trackingId=HhM7ik0tSsK%2FW%2Fh6bt%2BMuw%3D%3D](https://www.linkedin.com/pulse/why-conversion-funnel-models-dont-work-customer-how-measure-turner--1mi6e/?trackingId=HhM7ik0tSsK%2FW%2Fh6bt%2BMuw%3D%3D)

#general - September 10, 2024 at 01:12 PM

Usually a short blurb about the community and benefits of joining, with a link to join.

#general - September 09, 2024 at 08:19 PM

It should be a multi-threaded approach with links and invites sent by CSMs, as slides/QR codes in their QBR reports, customer-facing webinars and events, in-product prompts, follow-ups to positive NPS ratings and reviews as well as post-resolution when a support ticket gets satisfactorily resolved. ALL THE PLACES

#general - September 09, 2024 at 07:17 PM

Sure!

#general - September 09, 2024 at 07:16 PM

You’re welcome! If you’re looking for more parts of a formal case study program, I just released a comprehensive playbook! [https://www.customercentrx.com/category/all-products](https://www.customercentrx.com/category/all-products)

#jobs - September 09, 2024 at 06:43 PM

Because it’s illegal to say “young”.

#general - September 09, 2024 at 06:42 PM

Here's a draft for a Case Study Approval and Process Agreement document that you can send to customers at the beginning of the case study process. It outlines the expectations around timelines, use of logos, quotes, stories, and the approval process: --- **[Your Company Name] Case Study Agreement** Dear [Customer's Name], Thank you for agreeing to collaborate with us on a case study. We are excited to showcase your success and the impact of our partnership. To ensure a smooth and transparent process, please review the following information about the case study creation process, including expectations, timelines, and approvals. ### **1. Scope of Case Study** The case study will highlight: • [Customer's Name] challenges before using our solution • How [Your Company Name]'s product/service was implemented • The measurable outcomes and benefits achieved • Key quotes and insights from your team The final case study will include your company logo, quotes from key team members (as discussed during interviews), and any relevant metrics or data. Please let us know if there are any limitations to the types of information that can be shared. ### **2. Case Study Process and Timeline** **Step 1: Initial Interview & Information Gathering** • **Who:** [Customer's Name] designated team member(s) and [Your Company Name] representative. • **What:** A 30-60 minute interview to discuss your experience, challenges, and the results of using our solution. • **When:** Scheduled for [insert proposed date or timeframe], with flexibility for customer availability. **Step 2: Draft Creation** • **Who:** [Your Company Name] will draft the case study based on the information from the interview and any supporting materials provided. • **When:** Draft will be provided within [5-7] business days after the interview. **Step 3: Customer Review & Edits** • **Who:** [Customer's Name] will review the draft, suggest edits, and approve any logos, quotes, and metrics. • **When:** We kindly ask for feedback within [5-10] business days. Any revisions will be made promptly to ensure accuracy. **Step 4: Final Approval** • **Who:** [Customer's Name] gives final approval on the case study content and any associated elements (logo, quotes, data). • **When:** Approval is required within [3-5] business days after revisions, unless otherwise specified. **Step 5: Publishing and Distribution** • Once approved, the case study will be published on [Your Company Name]’s website and shared across relevant channels, including social media, newsletters, and presentations. We will notify you of all final uses and give credit to your company for its contribution. ### **3. Logo and Branding Use** • Your company’s logo will be prominently featured in the case study. • We will ensure that your logo is used in accordance with your brand guidelines, which you are welcome to share with us. • You will have full approval over the logo placement and usage before publication. ### **4. Approval of Quotes and Metrics** • Any quotes attributed to your team or data provided (such as results, percentages, or other metrics) will be approved by your team before publication. • No information will be shared publicly without your written consent. ### **5. Confidentiality** • We understand that some information may be confidential. Please indicate any content, data, or details that should remain private, and we will ensure that they are not included in the case study or other materials. ### **6. Case Study Lifespan** • The case study will remain active on our website for [e.g., one year] unless otherwise requested by your team. After that, we will review it together for any updates or to refresh the content. ### **Next Steps** Please reply to this email with your confirmation to proceed with the outlined steps. If you have any questions or specific requests regarding the case study content or timeline, feel free to let us know. We look forward to collaborating with you to create a powerful story that showcases your success! Best regards, [Your Name] [Your Title] [Your Company Name] [Contact Information] --- ### **Key Points to Remember:** • **Timeline Flexibility**: Ensure that the timeline has some flexibility to accommodate any delays in feedback. • **Clear Approval Process**: Always seek written approval for logos, quotes, and case study drafts to avoid future conflicts. • **Confidentiality**: Highlight your commitment to protecting their sensitive information. This document sets clear expectations and provides a professional framework for the case study process, ensuring that both parties are aligned.

#general - September 06, 2024 at 04:35 PM

I’d add Gradual as a contender, too. It has forums but you can also host events and files on it.

#discussions - September 05, 2024 at 03:43 PM

+1 on Tightknit, Dropbox is good for storing lots of files, but it’s only marginally better than Google Drive.

#discussions - September 05, 2024 at 03:38 PM

Are you looking for interactivity, or just a place to store and organize files?

#discussions - September 05, 2024 at 03:35 PM

I can’t speak much to the mechanics on that end re:loop and tie—I just know some of their leadership and they’re fantastic. Really customer centric, go the extra mile kind of people. I was a Reachdesk customer as well, and they have all the integrations and great CSMs. They’re still stronger in EMEA than NA, but they’re catching up quickly. I’d avoid Sendoso.

#discussions - September 05, 2024 at 03:19 PM

Is Reachdesk or Loop and Tie on your list? They’re great too (and I ran customer marketing at Alyce—acquired by Sendoso—so I don’t take recommendations on gifting platforms lightly).

#general - August 23, 2024 at 09:28 PM

High level themes work well with C-suite: macro industry trends like AI, corporate culture building, balancing long-term strategy with short term profitability goals, etc.

#general - August 13, 2024 at 05:21 PM

I can as well

#discussions - August 12, 2024 at 09:40 PM

Personally I wouldn’t want to ask someone more than once per quarter, but it’s always good to ask the reference what they’re comfortable with. Some people really enjoy doing these calls and don’t mind higher frequencies. Regardless, you absolutely need to track the number of times each reference is asked (and completes) a call.

#open-share - July 29, 2024 at 04:56 PM

OMG, Huge congratulations!! 🍾 🎉 🎈 What a cutie pie!

#discussions - July 22, 2024 at 08:26 PM

Been there, done that multiple times! Happy to help.

#general - July 18, 2024 at 08:00 PM

I think this is the deck you're referring to?

#general - July 17, 2024 at 12:39 AM

UserTesting and Qlik

#general - July 17, 2024 at 12:35 AM

Yes, I ran a few of them

#random - July 13, 2024 at 01:06 PM

And how much revenue has it generated yet? 😂 🥲

#general - July 12, 2024 at 10:50 PM

Can you send them a gift card for the hotel chain they’re staying at (or Airbnb), airline they’re using, etc? That way they’re still booking their own travel but you don’t have to get stuck with a ton of process and paperwork.

#general - June 14, 2024 at 02:20 PM

Yep, I’m on the planning committee

#reviews - June 13, 2024 at 12:43 PM

@Katlin Hess ?

#general - June 12, 2024 at 06:29 PM

I think every award criteria is going to be different from company to company, but I’m happy to do a quick zoom call and go over it with you

#general - June 10, 2024 at 08:24 PM

Heck yeah!!

#general - June 08, 2024 at 12:45 PM

Add me for cross-functional collaboration and self-advocacy please

#general - May 30, 2024 at 01:49 PM

Tell Sion I sent you—he was my CSM. Great guy.

#general - May 30, 2024 at 01:48 PM

That, and also Sendoso will hold your swag hostage or else hit you with monster fees if you pull your stuff out of their warehouses.

#general - May 30, 2024 at 01:45 PM

I used to work at Alyce, to some extent because my team at my previous company had such a miserable time with Sendoso. Then Sendoso bought Alyce 🥴 . The positive side of Sendoso is that my former colleague is now running Support, and she is AWESOME. The negative is that the software itself is super clunky and the warehouses take zero responsibility for lost or damaged items. Reachdesk is great, especially if you do a lot of shipping in Europe. No idea how well they handle South Asia though.

#discussions - May 24, 2024 at 08:54 PM

Not really—they can simply close the popup if they want to. It also helps if you have some in-app notifications of receiving a surprise gift (you obvs set the criteria on who qualifies). Get one of those and a customer will be more likely to not dismiss future pop-ups 😉

#discussions - May 24, 2024 at 08:49 PM

I have—it’s been far and away the most efficient means of driving reviews

#general - May 20, 2024 at 09:02 PM

Yes, I know someone who does.

#general - May 13, 2024 at 04:38 PM

I'm modifying my Storytelling with Data workshop to include best practices for deck design and layout along with some exercises...also procrastinating on building my pitch deck

#reviews - May 08, 2024 at 09:28 PM

Yes, incentivized--usually with some sort of theme.

#reviews - May 08, 2024 at 09:18 PM

I've put requests as a pop-up in product (using Pendo or Appcues) with a good amount of success.

#general - April 25, 2024 at 02:53 AM

I’d say Capterra is a distant second to G2 and GPI, but it’s gaining traction. If it’s not a big lift, it’s probably worth adding to your review program plan.

#open-share - April 02, 2024 at 03:49 PM

Anyone going to the CMX summit in Redwood City this month?

#open-share - March 09, 2024 at 12:49 AM

OMG! Congrats, Ciana! She's so cute!

#chatgpt - March 05, 2024 at 07:18 PM

Count me in

#chatgpt - March 05, 2024 at 07:05 PM

Aw, thanks!