Lauren Turner

#open-share - September 12, 2025 at 03:43 PM

Latest post on why advocacy programs need to go beyond just highlighting the rock stars.

#jobs - September 10, 2025 at 02:45 PM

Just wanted to clarify, the role is REMOTE. 😀

#jobs - September 09, 2025 at 08:08 PM

Hi everyone! I'm working with Captura on this hire--it'll be their first customer advocacy/community function (and the new hire will have me as a mentor for the first few months!). This is a great opportunity to build something from the ground up (I'm also helping them evaluate community platforms). Happy to answer any questions about the team/company/role. https://www.linkedin.com/jobs/view/4297915975/?capColoOverride=true

#general - September 08, 2025 at 09:46 PM

@Elise Woodard The most important part of setting up user groups is figuring out how to segment your customers. You can do it by product, use case, geography, expertise level, industry, or any number of variables--it depends on what is most important to your company (and customers!) and which cohorts will drive the most engagement and value.

#general - September 08, 2025 at 08:24 PM

I've done this at a few companies, Nicole! Happy to chat!

#general - September 04, 2025 at 12:34 PM

Yep, I’ve done that too. Before you launch anything, you need to be in lockstep with the product team to understand:
-what feedback they need from customers
-how customer feedback will be used and actionable (have all the decisions really been softly made and they just want validation, or are they looking to customers to help prioritize roadmap features, UX, etc?)
-how feedback and outcomes will be communicated back to customers and the impact measured

#general - September 04, 2025 at 12:28 PM

Wasn’t this ironically right after he made a whole speech about AI enhancing but not replacing humans?

#general - August 28, 2025 at 11:42 PM

Very rarely a Director title-most of them are Managers!

#open-share - August 14, 2025 at 03:22 PM

Short little brain dump on the pitfalls of gamification, and suggestions on how to do it right:

#general - August 08, 2025 at 08:19 PM

Echo that--Daniel has the HOTTEST takes and his sessions are always super enjoyable! I'd be there in a heartbeat if it weren't on the other side of the country!

#open-share - August 06, 2025 at 06:53 PM

For those of you more on the community side of things, I posted a brief article about top questions community managers have about AI and community: https://www.linkedin.com/pulse/ai-save-flatten-community-managers-5-questions-matter-lauren-turner--rv7ye

#general - July 29, 2025 at 02:30 PM

Yes, though depending on if you’re using an advocacy platform or not that tabulates that stuff automatically, you could potentially also create an AI agent to scrape that data and format it into a dashboard or something for you.

#general - July 29, 2025 at 02:26 PM

It depends on how detailed you want to go. What’s worked for me is a points based system based on the value of the AoA. So for example if the range is 1-10, 1 might be sharing a post to social and 10 might be a published case study or personally advocating your product to someone in their C-suite for renewal. Then you can set an average “score” as a target and measure against that, both on an aggregate and on a contact or account level.

#general - July 15, 2025 at 02:29 PM

Molly and Flash

#general - July 02, 2025 at 08:40 PM

Sorry, I misspoke. By "back to basics" it was more about taking the conference to the former, more intimate location, fewer "tracks" per se and more Ted-talk like presentations, networking and group discussions. The agenda is still being worked on, so I don't know yet if there's anything specific to references, but I'll let you know when I find out! Alternately, feel free to reach out to Dana Alvarenga at SlapFive directly--she will know more than anyone!

#general - July 01, 2025 at 05:53 PM

This year’s CustomerXCon is going to be focused more on “back to basics”, so it may not be as useful to the team unless there’s a specific reference program track.

#general - June 30, 2025 at 05:10 PM

Hi! 👋

#general - June 20, 2025 at 12:56 AM

Did y’all see HG Insights acquired TrustRadius?

#general - June 18, 2025 at 08:04 PM

Please tell me you didn’t give them an hour of your advice for free!

#general - June 12, 2025 at 08:44 PM

There isn’t really a one size fits all approach here; a lot depends on what your company’s priorities are and what data you have to divide into segments. You could look at things like industry, deal size, tenure, product used, role, engagement, where they are in the customer journey, etc. If you really have no guidelines for what attributes to segment on, you can use chatgpt to analyze the data and have it identify patterns as a starting point.

#general - June 10, 2025 at 03:43 PM

Hey Bay Area folks! I’m going to be in SF and Oakland most of next week—anyone up for a meetup?

#jobs - June 04, 2025 at 04:11 PM

@Jennifer Lyons Have you tried the Tasks menu in ChatGPT? You can set up a daily search based on your parameters and it will email you the results.

#open-share - May 13, 2025 at 07:11 PM

New article about why it's important to let community managers be themselves (rather than a parroted brand rep)

#open-share - May 05, 2025 at 02:49 PM

Fun little post aimed at leadership about addressing the summer customer engagement lull:
https://www.linkedin.com/posts/laurenturnermba_marketing-cs-leaders-activity-73251682[…]m=member_desktop&rcm=ACoAAABtx5gBj3Qoa9oI9IpiVWBFA7jJe_VT6Kg

#general - May 02, 2025 at 06:17 PM

Hey, I totally get why you want to surface the G2 review request — it’s super important social proof. But one thing to think about is the timing and context. When users log in, they’re usually trying to get something done, so that might not be the best moment to ask them for a favor like this (could come across as pushy, desperate, or at the very least company-centric rather than customer centric)
Also, if you ask too broadly — especially in moments that aren’t emotionally positive — you risk losing impact when you do ask at the right time, like after solving a support issue or getting a great NPS score.
It might work short-term, but for long-term success I’d go with more targeted asks. I know that's not what you asked for, just adding my 2 cents for what it's worth. 🙂

#general - April 14, 2025 at 01:44 PM

It's definitely clunky if you're just dropping stuff in, but I found it to be really good if you're clear on what you want on each slide.

#general - April 12, 2025 at 05:57 PM

Gamma. It’s a game changer for PowerPoint decks!

#jobs - April 11, 2025 at 06:26 PM

Who do I have to kill to get that role? I mean, like, I have my preferred list and everything but I’m open to suggestions 😂

#general - April 03, 2025 at 02:09 PM

Sounds like you may be better off with a content management system that’s compatible with an advocacy program or community, rather than something that does it all, but SlapFive might be worth looking at if you can only get one software product. Just note it’s a back-end solution so you’ll need your own customer interface.

#open-share - March 24, 2025 at 05:33 PM

Count me in!

#general - March 24, 2025 at 04:00 PM

That’s great!

#jobs - March 24, 2025 at 04:00 PM

I also built this bot. Upload (or paste) the JD and your resume, and it will conduct a mock interview for you as well as evaluate and coach your answers
https://chatgpt.com/g/g-pQlTcnMfN-interview-prep-pro

#general - March 22, 2025 at 10:47 PM

<@U08JFFT9Q6A> Do you have someone who can create custom fields? You’ll need them to really connect the dots between advocacy activities and revenue influence.

#general - March 22, 2025 at 10:45 PM

Deeto also has a points system for acts of advocacy.

#general - March 19, 2025 at 02:04 PM

Add me please if I’m not already there

#general - March 14, 2025 at 01:43 PM

What is the core goal of the community? Ticket deflection, advocacy, networking, etc? They all have different core competencies.

#jobs - March 10, 2025 at 01:38 PM

Does the report break it down by level/title?

#general - March 06, 2025 at 10:01 PM

+1 on @Daniel Palay’s suggestion! Donations to a favorite charity in the customer’s name may potentially be accepted, since nothing is being handed to the customer personally.

Though I’d say with what’s going on with DOGE, be sensitive to folks in the public sector right now—they may likely be stressed about their job security. Connect with them as humans first.

#general - March 05, 2025 at 12:32 AM

Unless being a reference specifically comes up in conversation as part of the interview, you’re unlikely to find indicators of the customer’s willingness to be one just doing a keyword search for “reference”. I think your best bet is to either make sure your vendor asks about references/referrals in the interview, or have AI analyze the interview transcript for context clues on the customer’s sentiment.

#jobs - March 03, 2025 at 02:21 PM

Way to go viral! Great job, Mary!

#general - February 24, 2025 at 11:17 PM

Sending you a DM

#general - February 13, 2025 at 02:03 PM

Yes, happy to chat.

#random - February 13, 2025 at 02:12 AM

This snippet of conversation about "Was the Hootsuite owl jealous of the Duolingo owl?" had me on the floor. I'm DEAD.

#discussions - February 12, 2025 at 10:24 PM

@Cara Peterson send me a calendar link and we’ll chat

#discussions - February 12, 2025 at 10:21 PM

Oh, you’ve come to the right place. Happy to talk through this.

#general - February 12, 2025 at 09:09 PM

:stares in “Turner”:

#general - February 11, 2025 at 09:58 PM

Yep, usually late October

#general - February 11, 2025 at 08:36 PM

CustomerXCon, CMA Summit, CMX

#discussions - February 06, 2025 at 10:45 PM

@Amy I currently don’t have a free webinar on customer journey mapping to share, but I’d be happy to explore ways I can support your team in applying these frameworks. Since customer journey mapping is such a foundational element of success, we could discuss tailored workshops or consulting sessions to provide practical insights and strategies specific to your organization.
Let me know if that’s something you’d like to explore!

#discussions - February 06, 2025 at 02:08 PM

Hi @Natalie Gullatt . I have used buyer personas for presale campaigns and customer personas for upsell campaigns (the decision maker IS the customer persona)—it’s pretty pushy to try to upsell someone who hasn’t bought for the first time yet!