Tyler Johnson

#announcements - December 20, 2023 at 09:29 PM

Hi, Megan! 👋 The first thing I did was identify the crucial touch points with our customers. I like to "strike while the iron's hot" in these moments. You mentioned some of them already. We are introducing the program along the way and letting them know that they can receive rewards for advocating for Nectar. Then, once they're interested, I like to follow a process that I like to call the "escalation of commitment". Essentially, start with small asks like writing a quick review. Then, if they actually complete this smaller act of advocacy we then invite them to continue advocating for us by inviting them to sign up to be a customer reference. Once they've signed up and show that they're willing to hop on a call or an email thread, then we might invite them to complete a Case Study or join the official Champions program. Hopefully you get the idea of what I mean by escalation of commitment. I, for example, have an automated process where when our customers complete our NPS survey and score a 9-10 (promoter) we send out an email that invites them to write a review or sign up to be a reference. We do the same thing when a customer renews. We give the CSM the ability to send some of their customers a gift for renewing and invite them to sign up to be a reference. These are just a couple examples of things we do to capitalize on those moments when our customers are already doing some "act of advocacy" and continue to invite them to advocate for us in the future. Hope this helps! 🙏

#announcements - October 03, 2023 at 07:51 PM

Yeah, I’ve just kept a spread sheet of “potential advocates” and then put in a field why they might be a good candidate. I’ll them do exactly what Mary recommended above and start the escalation of commitment. Far from automated, but it’s worked decently well for me so far

#announcements - August 18, 2023 at 04:04 PM

If you run a Customer Reference program, where have you typically found bottlenecks? And then, if you’ve identified them, how did you go about solving those to make the process work more efficiently for you? I’ve found bottlenecks to be in the follow up and fulfillment for whether or not the reference call happened. Anybody got tips for you’ve solved this in the past that worked well for you? Feel free to also comment on my post asking the exact same question!

#announcements - August 04, 2023 at 06:25 PM

The reason my org decided to invest in Customer Marketing was bc they were see so many demo requests say that they were referred to us by a friend, so they wanted to throw some gasoline on that fire and really make it a legit program. Turns out, this is MUCH harder than anticipated. When I came on, I also got our Customer Reference Program running and that has been the most fruitful of our programs so far and it's not even close! I would still love to explore doing more for our customers and giving them additional value from my funtion. So far, I've started a monthly newsletter where we share product updates, our latest blog posts, customer hightlights, tool tips. But I think there's a possibility to do more which is what I'm currently exploring!

#announcements - August 04, 2023 at 06:21 PM

currently using it

#announcements - April 06, 2023 at 09:32 PM

1,000,000% YES!

#announcements - April 05, 2023 at 02:52 PM

Btw, Newsletter is called CMA Soulmate. It’s the 💣

#announcements - April 05, 2023 at 02:50 PM

Check out @Leslie Barrett’s newsletter episode 3 for more deets on how to set this program up. It helped me a ton! 🙏

#announcements - April 05, 2023 at 02:49 PM

This is so helpful, Mary! Thanks for sharing some great ideas. @Maria Braune I have launched a Qualified Advocate program for my internal team to nominate customers that they work with that they feel would be really great advocates for us. After all, they know them better than anyone else. I intend to follow up personally with everyone like Mary mentioned above bc it’s not enough to just launch it and expect them to remember this among the thousand other things they have going on (meeting meetings meetings)

#announcements - April 05, 2023 at 02:44 PM

Finishing up the setup of our referral program. 😮‍💨 Almost ready to launch it to customers!

#announcements - March 22, 2023 at 03:09 PM

great feedback from everyone! You have helped me tremendously and I appreciate it 🙌

#linkedin - March 16, 2023 at 03:41 PM

💯 percent been one of the more helpful resources as I learn this space and build a CMA program from scratch!