Karilla Dyer

#general - July 12, 2024 at 06:03 PM

I'd love to join as well. I am on the logo management struggle bus.

#general - July 11, 2024 at 09:50 PM

@Emily Coleman I have noticed a striking increase in rejected reviewed sourced by G2. I haven't had many of them get published but dozens have been submitted and rejected for being AI generated or not an actual customer.

#general - June 27, 2024 at 03:28 PM

@Cara Peterson I'd also love to see them. My personal email is <mailto:karilladyer@gmail.com|karilladyer@gmail.com>

#discussions - June 19, 2024 at 04:39 PM

I'm sitting within the corporate marketing team working closely with our comms manager. I focus on customer advocacy so it feels like a nice fit.

#general - June 19, 2024 at 04:38 PM

I agree with @Evan Huck this is the best customer marketing community I've come across. Speaking for myself, I would be fine if you needed to collect membership dues or a subscription fee or put some of your premium content in a Patreon to continue to support this group. Food for thought. You should absolutely take care of yourself first.

#general - June 12, 2024 at 08:25 PM

Thank you! This is fabulous.

#general - June 12, 2024 at 08:00 PM

I would also be interested in this! I'm working on scorecards now as well.

#general - June 10, 2024 at 06:15 PM

We are launching out first customer awards program this year and I can talk about that process

#general - May 28, 2024 at 06:03 PM

We have a check box in the customer record and the AM or CSM can sort the contacts of the account so that those with this box checked are at the top

#open-share - May 14, 2024 at 08:51 PM

Does anyone have advice to improve targeting for online review email campaigns? Something beyond length of time as a customer, weekly or monthly active usage, recent renewals or expansions, NPS, or asking for CSM nominations. We are in a really competitive market and we can't seem to surpass our top competitors. I get questioned often about how we can improve who we target for a review. I feel at some point it's a matter of listening to the feedback we're getting in our reviews rather than trying to manipulate the target list to try to reach only our happiest customers. For our last campaign 37% of reviews were 5 stars, 42% were 4 stars, 18% were 3 stars, and 1% were 1 or 2 stars. Does that sound like we were reaching the wrong people? Most four star reviews start with "I love it BUT" or "It's great overall BUT" and that indicates to me that we're ALMOST there but we're missing some key things either in our product or in our customer experience. Has anyone else struggled with this? What processes did you put in place to make sure customer feedback via online reviews is highly visible to cross-functional teams?

#general - April 23, 2024 at 07:03 PM

I have worked in a role where our customers flocked to Reddit to talk about us and our competitors. I monitored the threads and reported back internally but never tried to get any advocates involved in the conversation.

#open-share - April 22, 2024 at 10:03 PM

@Kevin Swecker What do you do for customers who have stronger brand equity than your own company and don't see the benefit of the exposure? Also, do you find that these case studies are still forced if you confirm the story and its value prior to the renewal conversation? I can see how discounting for a case study when first signing a customer can result in a forced story but in my case I know this customer has a valuable narrative to share and I'm just trying to persuade them to let us publish it.

#open-share - April 17, 2024 at 12:38 AM

Does anyone have a structure for how much they will discount a customer's contract renewal in exchange for a case study? Are there other incentives you've seen work to persuade a customer to do a case study?

#general - April 05, 2024 at 04:56 PM

Back when we had a team (it's been downsized to just me and part time contractor) we had a Director of Customer Marketing with a customer marketing campaign manager who focused on upsell/cross sell motions and a customer advocacy and references manager who focused on our advocacy program and reference management along with generating case studies and online reviews. We felt a little strained even with three people. I would say get a tool to help automate reference management so your advocacy person can spend more time sourcing stories/reviews and expanding the advocate pool.

#general - March 28, 2024 at 11:08 PM

@Amanda Schulte I have a process of having a request form in our project management tool and I added a "reference program" checkbox to our customer contact records so I can pull a report of all of our reference customers. I will say that I highly recommend trying to get approval for a tool that can help with reference management; otherwise, it can a real challenge to deliver references to sales in a timely manner. I can share my research deck on some of the vendors out there. We were going to go with ReferenceEdge but found it is not flexible enough for us so we've been considering SlapFive, Deeto, Base, and Champion.

#general - March 25, 2024 at 05:15 PM

We do third Friday in May but we were also uncertain about April versus May. Thank you for raising the question!

#general - March 15, 2024 at 09:18 PM

@Susan Parcells We send quite a few gifts, usually swag. We are also planning a virtual customer appreciation event with a paid speaker who is an industry expert on a topic related to our product.