Sep 25, 2024

Scale Customer Advocacy Program: 5 Tips

Transform happy customers into advocates with automation, tailored approaches, and community building for a successful advocacy program.

Want to turn happy customers into your biggest fans? Here's how to scale your customer advocacy program:

  1. Use automation to save time

  2. Tailor your approach to different customer groups

  3. Create an effective rewards system

  4. Use data to improve your program

  5. Build a community for advocates

Why bother? Customer advocates:

  • Are 2-3x more effective at influencing purchases

  • Spend 2x more with your business

  • Drive 5x more sales than paid ads

Here's a quick comparison of key advocacy program elements:

| Element | Purpose | Example |
| --- | --- | --- |
| Automation | Save time on repetitive tasks | Auto-welcome new advocates |
| Segmentation | Customize approach for different groups | Tailor content for beginners vs. experts |
| Rewards | Keep advocates engaged | Points system for referrals |
| Data tracking | Measure program success | Monitor NPS and referral rates |
| Community building | Foster connections between advocates | Online forum for discussions

Ready to supercharge your advocacy efforts? Let's dive in.

Related video from YouTube

1. Use Automation to Save Time

Want to scale your customer advocacy program without working yourself to death? Automation is your best friend.

Find Tasks to Automate

Look for time-sucking repetitive tasks:

  • Welcoming new advocates

  • Tracking activities

  • Giving out rewards

  • Gathering feedback

These are ripe for automation.

Choose Automation Tools

The right tools can supercharge your advocacy efforts:

1. CRM Systems

Hook up your advocacy program to CRMs like HubSpot or Salesforce. They can:

  • Fire off NPS surveys

  • Keep tabs on responses

  • Group customers by their scores

2. Advocacy Management Platforms

Platforms like Influitive offer:

  • Fun, game-like customer campaigns

  • Custom challenges and rewards

  • Plays nice with other marketing tools

3. Low-Code Automation Platforms

Companies use these to:

  • Find top advocates in their data

  • Chat with advocates online

  • Run ongoing advocacy campaigns

Here's a real-world example:

This lets teams scale advocacy without losing efficiency.

4. All-in-One Platforms

Tools like Bamboo Reach give you:

  • Marketing tools in one place

  • Auto-outreach via email, SMS, and social

  • Built-in analytics to track performance

2. Tailor Your Approach to Different Groups

Not all customers are the same. Group them and tailor your approach to boost engagement and get better results.

Group Your Customers

Think about grouping based on:

  • Demographics (age, location, job title)

  • Behavior (purchase history, product usage)

  • Loyalty (customer tenure, purchase frequency)

Amazon does this well. They group customers by buying habits and offer special deals to loyal shoppers. It's a smart way to build a strong community.

Customize for Each Group

Once you've got your groups, create programs that speak to their needs:

1. Educators

These folks love to share knowledge. Get them involved with FAQs or how-to guides.

2. Validators

They're all about honest feedback. Perfect for product testing and customer references.

3. Status Seekers

Recognition is their thing. Give them exclusive perks or early access to new features.

4. Collaborators

They thrive on teamwork. Invite them to join product development discussions.

Here's how this looks in action:

| Segment | Approach | Result |
| --- | --- | --- |
| Casual gym-goers | Basic workout tips, beginner content | More engagement, referrals |
| Fitness enthusiasts | Advanced training plans, nutrition advice | Higher retention, product reviews |
| Professional athletes | Exclusive gear testing, sponsored events | Brand ambassadors, social media buzz

A global e-commerce platform tried this strategy. The result? A 35% jump in customer advocacy, measured by social media mentions and referrals.

3. Create a Good Rewards System

A solid rewards system keeps your advocates engaged and excited to promote your brand. Here's how to make it work:

Plan Reward Structures

Mix up your rewards to appeal to different advocates:

| Tangible Rewards | Intangible Rewards |
| --- | --- |
| Discounts | Recognition |
| Free products | Exclusive access |
| Gift cards | Early product testing |
| Branded swag | VIP status

Automate Reward Delivery

Use tech to make reward distribution a breeze:

1. Point-based systems

Set up a system where advocates earn points for actions like referrals or social shares. Tools like Influitive or Advocately can help gamify the experience.

2. Digital gift cards

Automate sending digital rewards with platforms like Giftbit or Tango Card.

3. Milestone celebrations

Set up auto-messages to celebrate advocate achievements. Hit 10 referrals? Boom - congrats email with a special offer.

4. Use Data to Improve Your Program

To scale your customer advocacy program, you need to track its performance. Here's how to use data effectively:

Key Metrics to Watch

Focus on these numbers to measure your program's success:

| Metric | What It Tells You |
| --- | --- |
| Net Promoter Score (NPS) | How likely are customers to recommend you |
| Customer Satisfaction Score (CSAT) | How happy customers are after interacting with you |
| Referral rates | How often do customers bring in new business |
| Customer retention | How long do customers stick around |
| Advocate engagement | How active your advocates are

Aim for a CSAT score of 80% or higher. And here's a fun fact: boosting customer retention by just 5% can increase profits by 25-95%.

Tools to Crunch the Numbers

1. CRM software

Keep all your customer info in one place. It's like a digital Rolodex on steroids.

2. Survey tools

Ask your advocates what they think. SurveyMonkey or Google Forms are great for quick polls.

3. Social listening platforms

Eavesdrop on social media. Find out what people are saying about you when you're not in the room.

4. Advocacy software

Track advocacy actions and results. NationBuilder (starts at $34/month) or Grassroots Unwired can help.

Want to turn happy customers into your biggest fans? Here's how to scale your customer advocacy program:

  1. Use automation to save time

  2. Tailor your approach to different customer groups

  3. Create an effective rewards system

  4. Use data to improve your program

  5. Build a community for advocates

Why bother? Customer advocates:

  • Are 2-3x more effective at influencing purchases

  • Spend 2x more with your business

  • Drive 5x more sales than paid ads

Here's a quick comparison of key advocacy program elements:

| Element | Purpose | Example |
| --- | --- | --- |
| Automation | Save time on repetitive tasks | Auto-welcome new advocates |
| Segmentation | Customize approach for different groups | Tailor content for beginners vs. experts |
| Rewards | Keep advocates engaged | Points system for referrals |
| Data tracking | Measure program success | Monitor NPS and referral rates |
| Community building | Foster connections between advocates | Online forum for discussions

Ready to supercharge your advocacy efforts? Let's dive in.

Related video from YouTube

1. Use Automation to Save Time

Want to scale your customer advocacy program without working yourself to death? Automation is your best friend.

Find Tasks to Automate

Look for time-sucking repetitive tasks:

  • Welcoming new advocates

  • Tracking activities

  • Giving out rewards

  • Gathering feedback

These are ripe for automation.

Choose Automation Tools

The right tools can supercharge your advocacy efforts:

1. CRM Systems

Hook up your advocacy program to CRMs like HubSpot or Salesforce. They can:

  • Fire off NPS surveys

  • Keep tabs on responses

  • Group customers by their scores

2. Advocacy Management Platforms

Platforms like Influitive offer:

  • Fun, game-like customer campaigns

  • Custom challenges and rewards

  • Plays nice with other marketing tools

3. Low-Code Automation Platforms

Companies use these to:

  • Find top advocates in their data

  • Chat with advocates online

  • Run ongoing advocacy campaigns

Here's a real-world example:

This lets teams scale advocacy without losing efficiency.

4. All-in-One Platforms

Tools like Bamboo Reach give you:

  • Marketing tools in one place

  • Auto-outreach via email, SMS, and social

  • Built-in analytics to track performance

2. Tailor Your Approach to Different Groups

Not all customers are the same. Group them and tailor your approach to boost engagement and get better results.

Group Your Customers

Think about grouping based on:

  • Demographics (age, location, job title)

  • Behavior (purchase history, product usage)

  • Loyalty (customer tenure, purchase frequency)

Amazon does this well. They group customers by buying habits and offer special deals to loyal shoppers. It's a smart way to build a strong community.

Customize for Each Group

Once you've got your groups, create programs that speak to their needs:

1. Educators

These folks love to share knowledge. Get them involved with FAQs or how-to guides.

2. Validators

They're all about honest feedback. Perfect for product testing and customer references.

3. Status Seekers

Recognition is their thing. Give them exclusive perks or early access to new features.

4. Collaborators

They thrive on teamwork. Invite them to join product development discussions.

Here's how this looks in action:

| Segment | Approach | Result |
| --- | --- | --- |
| Casual gym-goers | Basic workout tips, beginner content | More engagement, referrals |
| Fitness enthusiasts | Advanced training plans, nutrition advice | Higher retention, product reviews |
| Professional athletes | Exclusive gear testing, sponsored events | Brand ambassadors, social media buzz

A global e-commerce platform tried this strategy. The result? A 35% jump in customer advocacy, measured by social media mentions and referrals.

3. Create a Good Rewards System

A solid rewards system keeps your advocates engaged and excited to promote your brand. Here's how to make it work:

Plan Reward Structures

Mix up your rewards to appeal to different advocates:

| Tangible Rewards | Intangible Rewards |
| --- | --- |
| Discounts | Recognition |
| Free products | Exclusive access |
| Gift cards | Early product testing |
| Branded swag | VIP status

Automate Reward Delivery

Use tech to make reward distribution a breeze:

1. Point-based systems

Set up a system where advocates earn points for actions like referrals or social shares. Tools like Influitive or Advocately can help gamify the experience.

2. Digital gift cards

Automate sending digital rewards with platforms like Giftbit or Tango Card.

3. Milestone celebrations

Set up auto-messages to celebrate advocate achievements. Hit 10 referrals? Boom - congrats email with a special offer.

4. Use Data to Improve Your Program

To scale your customer advocacy program, you need to track its performance. Here's how to use data effectively:

Key Metrics to Watch

Focus on these numbers to measure your program's success:

| Metric | What It Tells You |
| --- | --- |
| Net Promoter Score (NPS) | How likely are customers to recommend you |
| Customer Satisfaction Score (CSAT) | How happy customers are after interacting with you |
| Referral rates | How often do customers bring in new business |
| Customer retention | How long do customers stick around |
| Advocate engagement | How active your advocates are

Aim for a CSAT score of 80% or higher. And here's a fun fact: boosting customer retention by just 5% can increase profits by 25-95%.

Tools to Crunch the Numbers

1. CRM software

Keep all your customer info in one place. It's like a digital Rolodex on steroids.

2. Survey tools

Ask your advocates what they think. SurveyMonkey or Google Forms are great for quick polls.

3. Social listening platforms

Eavesdrop on social media. Find out what people are saying about you when you're not in the room.

4. Advocacy software

Track advocacy actions and results. NationBuilder (starts at $34/month) or Grassroots Unwired can help.

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