It's also a great way to share VOC and acknowledgement internally across the business when a team or teammate goes above and beyond to create a fantastic customer experience. Have some sort of standard submission process when those are identified that then feeds to marketing for additional follow up, packaging, etc. I think it's important to encourage identifying customer advocates and opportunities for testimonials across all customer facing teams. They might not be able to speak to ALL the benefits, but they can speak to the amazing Onboarding experience they just had, immediate time to value, etc. With Onboarding, it's often a great time to ask a customer for a testimonial right after they've gone live and are most excited by the new benefit they're getting from your product/services.
Is there a process of following up with customers that give high CSAT scores to further foster that positive interaction and build a partnership (especially for customers that might be in the tech touch CS model). Did a customer just wrap up a wonderful support experience - ask them if they want to provide a testimonial. However, I think Customer Support and Onboarding can be just as beneficial. I do think marketing should be responsible for packaging and producing the content (unless you have a team specifically focused on this that sits elsewhere). Your customer marketing team should be able to take it from there and set up time for an interview or provide a questionnaire to fill out that will be the basis of the customer marketing content.ĭefinitely agree that Customer Success teams are vital to proactively identifying opportunities and customers that are great candidates for marketing to then run with. You may even want to add a field that identifies the area of the success or challenge so you can narrow in on specific topics. With the fields you require, you should be able to filter on successes, customer sharing preferences, and recency of the success or challenge. This is generally done in a Customer Success platform, but can just as easily be done in a CRM. Recent Examples on the Web And Hightales, the hotels rooftop bar, marries unbeatable views of the. When a CSM gets off a call and has a success or challenge, this should be logged immediately. He wanted to shout from the rooftops when he got the job. To find stories, you have to go where the action is - your CS team! You should have a process in place that allows you to identify a customer success or challenge, provide a concise summary, and that allows you to confirm if the customer would be ok if their story was shared with the public.
There are, it seems, some stage dives even Bono can't pull off.I think the start of this for me is - is there a distinction between product marketing (sales oriented) and customer marketing? These have different focuses so it is important that marketing is providing the right content to the right people. "Rock 'n' roll stops the traffic."Ī few minutes later, Chris Evans introduced four stick-man silhouettes who turned out to be the band.ĭespite the poor sound quality, the crowd was soon bobbing along deliriously to the strains of Get On Your Boots, tracing flashes of light against the night sky with their camera phones.Ī cheer went up as Bono leant over the balcony high above Langham Place and asked the crowd, rhetorically: "So why would you write a song called Vertigo?"ĭuring the song, as U2's frontman moved away from The Edge and strayed closer to the real edge, an unkind voice shouted: "Jump!" The singer, though, sensibly declined. "Yeah!" screamed a cider-swilling blond mullet. How excited was she about the concert? "To infinity."īy quarter to seven, when the police removed the barriers in Langham place, prompting fans to pour into the middle of the road, her excitement appeared to have infected much of the crowd. It had not left a scratch on her enthusiam, though. "But Bono does look shorter than I would have thought."
Stephanie Smith and her friends had been in the area since 11am, and had already had their day made by seeing the band as they arrived. Mounting speculation on Facebook and Twitter had tempted people into town and by 4.30, a crowd had begun to gather outside BBC Broadcasting House. A drumstick's throw from the Savile Row rooftop where, 40 years ago, the Liverpudlian quartet sang to the capital for the last time, U2 belted out four tracks to promote their latest album, No Line on the Horizon.įor a gig variously described as "impromptu" and "secret", it was remarkably well-organised and well-attended.
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