Assess. Create. Activate. Measure. Manage.
The most successful companies are serious about Customer Advocacy.
1.1 Plan the Journey
What happens with your customers once they sign? What is the employee experience like once they say, "yes?" Do they have an experience that sets them, and you, up for continued success? From onboarding to implementation to user adoption, do you have a consistent approach to making sure both customers and employees start off happy and stay that way? Seventh Echo will design an experience framework focused on the entire journey.
- Customer Journey
- Employee Journey
- Onboarding
- User Adoption Strategy
- Success Framework
- Net Promoter Score (customer and employee)
"Would you recommend us?" With this simple yet powerful question, you can identify your advocates as well as dissatisfied customers who may represent at-risk revenue or employees who may be planning to leave. Seventh Echo will help you measure satisfaction, identify advocates, gauge loyalty/turnover risks, flag unhappy customers, and give you the chance to proactively course correct.
Think of your Customer Advisory Board as a "Customer Board of Directors" tasked with helping you succeed. We work with you to create a Customer Advisory Board that consists of customers dedicated to helping you get better at what you do. They'll provide you with valuable and actionable insights into go-to-market strategy, provide guidance on product roadmaps, and give candid feedback about business operations, customer experience, and overall competitiveness.
Customers are hungry to connect with their peers to share experiences and learn best practices. Those companies that provide the forum for customers to connect benefit from greater loyalty, higher revenue, and unique insight into customer needs and wants. Seventh Echo plans, manages, and facilitates customer roundtables that benefit both you and your customers.
The secret to a great customer advocacy strategy is fresh content. While a handful of case studies and references for new business are great, eventually they become old and customers become fatigued. Seventh Echo will work with your team to create a steady stream of customer stories and fresh references, from recruiting and interviewing customers and writing case studies, to developing a video library of customer testimonials.
Customer references are the lynchpin in closing business but are often difficult to come by. Our approach eliminates the pain and fatigue references often experience while providing prospects a library of on-demand references to answer questions and give them the confidence they need to close the deal.
Understanding why you win and lose can help you do more of what makes you win, and change the things that lead to losing. We can help you gain invaluable insight into both wins and losses to help improve your win ratio.
In today's landscape growing your current customer footprint is faster, less expensive, and more profitable than adding net-new customers. Focused marketing and communications can keep customers engaged with you while providing opportunities for growth. We provide the strategy, content, and cadence to ensure your customer base is your fastest-growing target segment.
- Customer Communications
- New product introductions
- Best practices and success stories
- Cross-Selling Playbook
- Referral Programs
