Karilla Dyer

#discussions - November 19, 2024 at 06:55 PM

We cover logos permissions and press release mentions in our MSA. All other activities I have a single form I use where they check off the activity they are participating in and sign it. These agreements are good for five years and we store them in our contract management system. For our references program where customers can submit content in Deeto I have a click-to-sign pop up in the onboarding process when they agree to allowing us to use the content.

#general - November 14, 2024 at 05:13 PM

@Cara Peterson And you're just using their logo for the social post or are you also publishing these logos on your website as well?

#general - November 07, 2024 at 11:52 PM

@Cara Peterson Do you find it challenging to get new customers to agree to let you use their logo?

#general - November 07, 2024 at 10:00 PM

@Mary Green (Owner CMAweekly) You're correct, I got it for a little under $20k for 40 licenses

#general - November 07, 2024 at 07:40 PM

@Colleen Gauthier You need Deeto! We use Deeto to manage our customer references program but each customer who joins can choose the option to add content to their profile. They answer a few simple questions and Deeto provides an AI-generated "user story" with stats and quotes. You can see an example here: https://share.deeto.ai/share/contribution/fd574e33-3003-43c0-9b58-2665990dc783

I spent no time writing this. I just invited the customer to join the program and create their profile. I added language to the T&Cs that gives us permission to repurpose this content in our marketing materials and they click-to-sign when registering.

#general - November 06, 2024 at 09:37 PM

Following!

#general - November 05, 2024 at 08:29 PM

Thanks @Kevin Lau! We're further along than 90-120 days, looking to revamp our 3-year-old program.

#general - November 05, 2024 at 08:09 PM

@Tim Jahn Thank you, it's good to get some insight into the value of these courses. I might pay the difference if it's worth it.

#general - November 05, 2024 at 08:08 PM

We created badges for our awards program. We put the badges on the social graphics (including LinkedIn headers) and we shared the badge files in case they wanted to create their own graphics or add it to their website. Many decided to update the headline of their LinkedIn to indicate they were selected or they added it to the awards and recognition section of their profile. We also turned the badges into physical enamel pins that we sent to all finalists, which was actually a hit. Here is our program landing page where you can see the badge design: https://www.wrike.com/elite-100-finalists/

#general - November 05, 2024 at 08:04 PM

Does anyone have recommendations for customer advocacy-focused professional development courses or certifications? My company is offering to cover up to $200, and unfortunately the Customer Marketing Alliance courses are all $500 except for one micro-course. Does anyone recommend the Customer Marketing Alliance courses? Where else should I be looking?

#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 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.