I have been getting a lot of questions about advocacy so I want to take a few minutes to share my thoughts. I often hear people use the terms “influencers” and “advocates” interchangeably. While there are similarities between these two groups, in my opinion they’re not necessarily one and the same. You may have a different viewpoint on this, and that’s fine. What I’ve discovered is people define these terms differently which results in mixing these 2 groups. Taking some liberties with Ant’s Eye View’s (AEV) definitions of advocates and influencers, this is how I would like to describe them:
An influencer is someone who actively shares their opinions and expertise through their (large) personal and professional networks. An influencer is someone that can cause an effect without apparent exertion or force. Most common examples include analysts and media.
An advocate is someone who proactively defends, promotes and participates in the public conversation for a particular brand, product, service or cause. An advocate is someone that has positive affinity toward and stands behind a brand, product or cause. Most common examples include your most passionate customers and general brand aficionados.
In my mind, advocacy implies Read More »
Tags: advocacy, advocates, amplify, bonding, Cisco Champions, customer journey, defend, engage, framework, how to, identify, influencers, measurement, post purchase, steps
Last week, I shared basic enablement, intelligence, engagement and measurement practices. This week’s presentation focuses on some advanced practices in the areas of intelligence, engagement, advocacy and measurement. By no means is this list complete so please feel free to add your two cents in the Comment box below. The more we share, the more we can influence how companies and even industries are viewing and adopting social media. Collectively, we can shape its evolution. So please, share away!
And without further ado, here’s another chapter from my unwritten book in slide deck format: Read More »
Tags: advanced, advocacy, best practices, community, crm, data, engagement, how to, Intelligence, Listening, measurement, Plan, ROI, social media, strategy
The other day I was reading an article about “Cognitive Dissonance: Why Social Sharing Creates Employee Advocates”. Intuitively you would suspect that “employee sharing can influence your employees to love your company more” but I’m always thrilled to see research, data and science to support these theories. Thank you, Psychology!
If you’re still skeptical about why employee enablement in social media matters, consider these factoids:
(1) 41% of people believe conversations with company employees to be the most credible specialist sources of information.
(2) There are over 10 million social mentions of the Fortune 100 each month…With Twitter generating the most amount of chatter.
(3) 56% of customer tweets to companies are being ignored.
(4) 70% of brands ignore Read More »
Tags: activate, advocacy, ambassadors, amplification, authentic social media, employees, Executives, how to, marketing, scaling social media, social media, training, viral, WOM
Advocacy is a term we have been hearing more often in the recent years. It’s not a new term but one that has been reinvigorated in the context of the online world. Social media is playing an increasing role in the purchase cycle, resulting in more focus on post-purchase engagement on the web.
The Customer Journey Has Evolved:
The post-purchase phase is a key component in building brand loyalty and advocacy. I have borrowed the following graphic to show the evolution of the online customer journey: Read More »
Tags: advocacy, Advocate, ambassador, best practice, brand, challenges, customer, how to, influencer, online, pitfalls, social media, who is