We just returned from the Cyber Defense Summit 2017 in Las Vegas. Leading up to the Summit we worked with customers to create videos and quotes that were used throughout the event. Our trip to Australia to film customers resulted in such great content we expedited processes and went from filming in one country to showing our videos on the main stage of the event 12 days later!
Love this photo, Freud Alexandre, the Enterprise Architect and Security Manager for the City of New Orleans, was so happy to be featured he autographed his banner. That is the signature of approval! What we like to see with all our customer deliverables.
We had two projects over lap this week. One client needed us to follow up on survey results and another asked us to invite customers to participate in an important event. Both projects were at the stage where it was time to leave email behind and make phone calls. Between the two projects, two team members have made over 300 phone calls quickly, all in just a few days. One person even came in at 5:30 AM so he could connect with the East coast early in their business day.
We were able to exceed goal for both projects. We did leave a lot of voicemails but had great conversations with everyone who answered their phone. A conversation is a great chance to meet your objective but also check in with advocates, see what other activities they might be interested in, see if anything has changed for them or their company, and answer questions. A lot of talking, but well worth the time!
What motivates someone to share their opinion? How can you influence them to try to persuade others? A recent article from Stanford Graduate School of Business titled “Where Do Advocates Come From?” cites a range of research into advocacy.
Professor S. Christian Wheeler and PhD graduate Omair Akhatar coauthored a study which found that you can persuade people with fixed attitudes to advocate by positioning it as an opportunity to stand up for their views, rather than as one to engage in dialogue. And for people that believe attitudes can change, the opposite is true.
Another cited study showed that those who are uncertain are more likely advocates than those who are moderately certain! Titled “the Curvilinear Relationship Between Attitude Certainly and Attitudinal Advocacy by Lauren Cheatham and Zakary Tormala confirms what we often see, those that are very certain on a topic are more likely to be advocates than others. Their surprising study shows advocacy has a J curve, peaking with those highly certain, lowest for those of moderate certainty, and rising again for those with low certainty. They found people with low certainty do share their views, they often want to gather further information, and are open for discussion. Someone highly certain can come across as judgmental, not so those in the low certainty category.
Interesting thoughts. We need to take time to frame our discussions and messages appropriately and not overlook those advocates that still have questions. Science can help us be more effective. What do you think of these conclusions?
We recently worked with a client to launch an Influitive AdvocateHub as a new front-end to their existing advocacy program. The decision to do this was made swiftly with the requirement that it went live 3 business days ahead of their inaugural user conference. Being able to unveil a hub at a major customer event is the perfect opportunity to accelerate engagement and build excitement for an advocacy program, however in this case it gave us only 14 business days to design, configure and populate it with activities/challenges! We are not ones to be overcome by what seemed impossible odds. What most hubs take 6 to 8 weeks to deploy, we accomplished in 2.5!
For those of you not familiar, an Influitive AdvocateHub enables the construction of a wider advocate community by inviting customers, partners, prospects and employees into it to complete “challenges” that span fun activities, educational opportunities and taking action such as making referrals, taking reference calls, writing product reviews and more. As advocates complete challenges, they earn points, badges and progress through levels that can be used for a variety of perks and privileges.
For our client, the hub out-stripped all expectations and success metrics that were defined in the planning stage: Nearly 60% of all attendees at the event joined and immediately started engaging in challenges. It exceeded the initial expectations for the number of participants 8 fold! Hub members completed over 1000 challenges in less than a week; nearly half became new social media followers of our client, and tweeting and forwarding of blog posts reached the highest levels our client had seen. Participants gave glowing reviews and volunteered for a variety of advocacy activities from case studies to presenting in webinars and at future events.
We just got the official word that we are Influitive‘s first Certified Partner! Just in case you haven’t heard of them, the Influitive platform provides companies with the ability to create communities of advocates and really leverage all the goodwill that their advocates have generated.
Getting certified required the successful completion, by more than one of the Referential team, of a series of online and classroom training sessions, field training, and passing a final oral exam to demonstrate that we have the necessary skills and knowledge to represent Influitive to customers.
Influitive was created by the founder of Eloqua (since bought by Oracle for almost $1 billion) and is attracting a lot of attention in the marketplace. We’ve watched the platform evolve and mature over the last three years and definitely feel that the time is right to participate in what we think will be a game changer in our industry. One of the great things for us is that the AdvocateHub, as it’s known, is a logical extension of everything we’ve been doing over the last 20+ years in the reference/advocacy space – it just makes things so much easier!
Influitive has offices around the globe and we’re really proud to be the first Certified Partner in the world!
Customer references vs. advocates. Quite a topic of conversation. There are all sorts of articles about the differences between advocates and references. Simplistically customer reference programs have been a critical part of the sales process. Customers are recruited, requests are fulfilled, and sales increase. Usually customer reference activities are reactive. References are asked to participate in activities such as a call with a prospect or speaking at an event.
Advocates, on the other hand, are proactive in their promotion (and defense) of your brand. An advocate will proactively engage in a community or at an event, amplify your message in social media, or help with new product input. And they will also take that important call with a prospect!
Here is an interesting article on how BMC made the transition from relying on references to a strong advocacy program. A valuable read.