Hi, my name is Gal, and I'm the CEO and Co-founder of Crowdvocate. We're going to talk about the seven tactics that will help you hit home runs with your programs.

Here’s a quick look at these tactics before we dive in:

  • Create a solid plan
  • Maintain solid collaboration with other departments
  • Get more nominations and repetition
  • Personalize customer engagement at scale
  • Walk the walk and talk the VOC
  • Track and attribute
  • Share your success

Let's get started.

Create a solid plan

The first thing – and I can't emphasize this enough – is to have the right program strategy. It’s so important to go to the drawing board and plan before you start doing anything. Here are a principles to keep in mind:

  • Define the strategy and KPIs – What are the goals for the first year? How do those KPIs align with the company's objectives?
  • Collaboration is key – How will you collaborate with other departments?
  • Talk to customers – What would make it valuable for them to be advocates or champions? What are they expecting from the company? How can they influence and contribute? What are they willing to do?
  • Measure and share – You want to be able to track your numeric results and revenue influence, and don’t be afraid to blow your own horn!
  • Don't start with the platform – Start with a plan.
Make a perfect customer marketing plan in 30,60, and 90 days
So, you’ve kickstarted customer marketing at your company, but now you need a plan to secure it within your business journey. This template will help you create and optimize your marketing strategy, developing a roadmap for the future.

Now let’s look at how you can begin to build your plan.

Step one: Understand the strategic goals of your company and make sure that you know how the program contributes to them

I'll give you an example. If the company is aiming for more upsells, your program should leverage advocacy and customer marketing activities to create more upsells. There are several ways to do that. You can upsell to customers who engage in your program. You can capture stories from customers who've already upsold and leverage them in the upsell motion. You could even do upsell reference calls or meetups.

Step two: Show how you’re going to measure the impact of the program

Once you’ve aligned your program’s goals with the company's goals, you have to show how you're going to measure your impact. If, for example, the program is about improving the company’s presence on G2, you want to show what the situation is today, what you hope it's going to be, and how you’re going to measure it. Maybe you want to track the number of reviews, the quality of the reviews, and the types of companies that are leaving those reviews.

How to measure the success of your customer advocacy program
Being able to successfully measure your programs is what’s going to help you unlock more headcount, resources, and budget and be seen as a trusted partner and resource across your organization

Step three: Build a quarterly plan

A year is a lot to tackle at once. Instead, think about your KPIs for each quarter and how you’re going to evolve your program – and make sure you don’t try to do everything in Q1.