The Rule of Seven

Powerful Customer Stories Need Seasoned Tour Guides.

We pave the way to great Customer Stories.

We help create happy customers and bring their stories to life.

Seventh Echo delivers exactly what you need to make sure you're maximizing the value of your customer advocates.

Assess. Create. Activate. Measure. Manage.

Let's talk!


Seventh Echo provided the guidance and support that enabled us to quickly bring together customers to discuss common challenges and share best practices on how to respond to and manage the COVID-19 crisis within their organizations. With an eye on both our business strategy and customer needs, they developed and executed a plan that not only helped our customers but also strengthened our customer relationships and improved our Net Promoter Score.

I highly recommend Seventh Echo to any company that wants to improve or leverage customer relationships."

Pam Boiros / CMO / meQuilibrium

1

Build the Foundation

At the heart of every successful Customer Advocacy engine is a compelling customer narrative and an aligned team with a clear understanding of what each function wants to achieve, how to put it in action, and how to measure impact. Developing a scalable foundation that aligns business needs with Customer Advocacy is central to what Seventh Echo does.

1.1 Articulate Your Customer Story (aka Message Map)

If you ask ten customers why they love you, you’ll likely get 10 different answers - which may or may not be what you want them to say. We help you define the narrative you want customers to tell across case studies, testimonials, web copy, and other sales enablement content. Ultimately, this becomes the true north for your messaging, consistently articulating what you want people saying about your company.

1.2 Organizational Alignment

Customer Advocacy means different things to different groups within the organization. Each has its unique wants, needs, and expectations, as well as its own idea about what success looks like. We help you deliver value to every stakeholder by ensuring Customer Advocacy meets the expectations of the entire organization.

1.3 Planning and Strategy

Customer Advocacy is about leveraging the success of your customers to drive business growth. We ensure everyone is "on the same page" and develop a Customer Advocacy activation plan to deliver measurable business results.

2

Bring Customer Voice to Life

We identify your strongest advocates (while flagging at-risk customers) and create an avenue to share their stories with you and your prospects.

2.1 Advocate Identification

"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. We'll help you measure customer satisfaction, identify advocates, gauge loyalty/turnover risks, flag unhappy customers and give you the chance to proactively course correct.

2.2 Customer Advisory Board

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.

2.3 Activate Voice of the Customer / Case Studies, Testimonials & References

The secret to a great customer advocacy strategy is keeping the content fresh. While a handful of case studies and references for new business are great, eventually they become old and customers become fatigued. We'll 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 library of customer references.

3

Grow Customer Relationships

We create the customer success framework and process to build lasting customer relationships that cultivate future advocates, grow revenue, and reduce churn.

3.1 Customer Experience

What happens with your customers once they sign and after the ink dries? 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 customers start off happy and stay that way? We design a customer experience framework focused on the entire customer journey.

- Customer Journey

- Customer Onboarding

- User Adoption

- Customer Success

- Net Promoter Score

3.2 Customer Growth Programs

Growing your current customer base is faster, less expensive, and more profitable than adding net new customers, especially for companies that need to accelerate revenue growth. We make sure your team is equipped to grow your current revenue base with a consistent cross-selling strategy, an effective Customer Success strategy and playbook, and a scalable referral program.

- Customer Marketing

- Customer Retention

- Cross-Selling Playbook

- Referral Programs