Category Archives: Customer Loyalty

Quantifying “Advocacy” from your Advocates

I was talking to the business owner of a mid-sized company this past week and he said something that really struck me as not only true for him, but is probably true for most of you as well. He said… We all know the proverbial 80/20 rule where we get 80% of our revenues from…

Advocates alreay know where you “live”…

Let’s say you are the CEO or Business Owner of a company and are attending a business or social luncheon and strike up a conversation with someone at the table.  You do the formalities of your name and company name and so forth and then start talking about either your business or why you are…

“Minority” Rules…

I was having a conversation the other day with the CEO of a well established company about business strategy for his company and how social media could play a role in helping them grow. There was a part of the conversation that really struck a chord with him and I think it will with other…

“Advocates” and “Satisfaction” don’t go together…

During my 8 years spent at Arthur Andersen (may they RIP) I lived in the world of “Customer Satisfaction” – both from providing it as a consulting service and as a measure of our own value to the clients.  It was HOT. And it was needed at the time.  People were clamoring to understand more…

Loyalty vs. Advocacy – Which is best?

This is a question I get asked quite a bit, “What is the difference between Loyalty and Advocacy, don’t you get one with the other?”  Unfortunately, the answer is no the majority of time. Loyalty is awesome.  Companies and organizations have put a lot of effort into trying to create Loyal Customers that will buy…

Advocates DON’T have to be Customers…

There is a key differentiator when it comes to Advocacy over anything else.  The interesting part of Advocacy is that someone doesn’t have to be a customer or even done business with you to be your Advocate.  This makes advocacy the most leveraged form of word-of-mouth available to any business. In the customer world, we…

Who are they?

One of the most helpful activities a business can undertake is to identify who they feel are their ADVOCATES.  While this may seem pretty straight forward, try it and you will find it isn’t as easy as you thought. Why is it so difficult?  Two primary reasons.  First, you have to identify the characteristics you…

When CRISIS can build LOYALTY…

One of the blogs I regularly follow is Seth Godin.  Why Seth?  He has a very no-nonsense way of putting things in plain english for all of us to understand about marketing, customers and a host of other interesting topics.  I was thinking the other day about a particular topic to talk about – how…

Social Media isn’t about the Marketing Department

OK, I know there will be lots of people jumping on this one but someone had to say it. Social media in my world is helping companies get “more of the right people talking more about them – proactively” – this is true Word-of-Mouth. Social media takes this concept and puts it on steroids –…

Seth Godin – I DISAGREE on being "satisfied"…

On average, I agree with 90%+ of what Seth Godin talks about on his blog, writes in his books, or speaks about in his speeches.  However, today I have to disagree with Seth. Seth wrote a blog post, “Dissatisfaction Guaranteed,” where he closed with a line, “Satisfied means done, finished, I don’t need any more.” …