The Summit on Customer Engagement is the longest running, most respected conference in the world on customer advocacy and engagement. For professionals who run customer advocacy, customer reference, customer communities,... read more →
I’ve worked with more than a few firms who are bold about winning marquee customers, yet remarkably bashful about engaging them in advocacy. On the other hand, many firms regard... read more →
In my last post, we saw that many firms badly misconstrue what marquee customers are, and miss out on the tremendous leverage they can exert on the growth of their business.... read more →
Based on our research, these are the top challenges--most of which also present significant opportunities--for customer advocacy and engagement programs. I say "opportunities" because that's how leading firms are responding... read more →
Most firms get the importance of marquee customers (sometimes called "rockstars," "customer champions," "MVPs" and the like). But there's a lot of misconceptions and confusion about them. In this issue of... read more →
Executive suites at many of my clients are increasingly looking to use data to glean valuable customer insights--an important trend! But when I ask how often the CEO is actually... read more →
So you've got a new CMO. It's time to present your program to him, which you start doing in the usual way, running through your program PPT deck. You show... read more →
Wisconsin made a valiant charge at the just concluded NCAA championship. Having beaten mighty, undefeated Kentucky, the Badgers were fiercely competitive against Duke, at one point taking a nine point... read more →
From the March issue of Reference Point Some 215 of the world's top thought leaders, subject matter experts, managers and executives in the field of customer engagement and advocacy gathered... read more →