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
In the not-too-distant past the boardroom was a place where executives met to plan the future of the company, analyze the competition, discuss satisfaction and retention, and generally come together to brainstorm how to accelerate success. On occasion guests were invited to the boardroom – for example, top customers who required an executive briefing or an employee celebrating 25 years at a company.
Executives would spend hours, if not days, traveling to the boardroom to meet his or her peers face-to-face. The boardroom would be filled with executives sitting down to hammer out the company’s top initiatives.
Today’s boardroom is empty.
Or at least not quite as full as it was a few years ago. Read More »
Tags: Advocate, axa, Cisco, Cisco Services, collaboration, jill shaul, TelePresence