Introduction
Welcome
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What you need to know before watching this course
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1. Principles of Customer Advocacy
What is customer advocacy?
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Why is customer advocacy important?
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Traits of successful customer advocacy initiatives
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Empowering employees to be customer advocates
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Harnessing service and operations
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Identifying cross-functional benefits
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2. From Insight to Action
A structured approach to customer advocacy
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Knowing your customers
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Creating the means to act
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Prioritizing and taking action
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Assessing results
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3. From Action to Brand Advocates
The power of brand advocates
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Passive promoters
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Active promoters
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Keeping the momentum
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Conclusion
Developing a culture of customer advocacy
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Next steps
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Ex_Files_Customer_Advocacy.zip
(266 KB)
Glossary_Customer_Advocacy.zip
(102 KB)