The big buzzwords for brands in 2016 are all about the customer: customer engagement, customer experience and customer advocacy.
Companies realize that they won’t survive in today’s competitive, digitally-fueled marketplaces if they don’t focus on customer delight and retention. According to Gartner, 89% of B2B marketers say they expect to compete primarily on the customer experience in 2016.
It’s this idea that inspired us to start Advocamp, an event where business leaders can discuss how to turn their customer-obsession into a defined growth strategy.
Here are some of the top presentations you won’t want to miss at Advocamp 2016. (See the full lineup here.)
1) Keynote: Behavioral Economics Behind Advocacy
March 8, 9:30-10:00 AM, Main Auditorium
Ever wonder why and how advocacy works? In this fascinating keynote, Duke University Professor, author and TED speaker Dan Ariely will explain the role of trust in advocacy, what builds and destroys trust and how advocacy affects us in both our professional and personal lives.
2) Certification: Creating True Advocates Through Customer Success
March 7, 1:00-5:00 PM, Track Four
Learn how prioritizing customer success creates your strongest and most powerful advocates in this extended certification program led by Lincoln Murphy, Customer Success Evangelist at Gainsight. You’ll also discover how to align Marketing and Customer Success teams to increase the effectiveness of both your customer engagement programs and your sales process.
3) The Truth Behind CX: It’s Being Deeply Analytical and Deeply Human at the Same Time
March 8, 1:00-1:18 PM, Track One
Customer Experience (CX) relies heavily on metrics, data and logic—but it’s quite possibly one of the most human-centric areas of a business. Learn from Michael Callahan, Director of Global Customer Experience at Blueprint Consulting, as he shares some client case studies that illustrate how to create deep and meaningful relationships with customers.
4) It’s Not About Me, It’s About You! Top Tips for Creating Sustainable Customer Advocacy
March 9, 10:41-10:59 AM, Track Three
So you know why customer advocacy is so important, but what should you actually do to earn it? Listen to David Coates, for starters. As Iron Mountain’s Director of Customer Marketing, he builds engagement and advocacy programs that increase retention, loyalty and after-sales. In this session, David will share his top actionable tips for creating a sustainable advocacy program using his unique model.
5) Generating Online Social Proof with Advocacy
March 9, 10:41-10:59, Track Two
B2B buyers are relying more on online reviews and social proof every day, and brands need to learn how to generate authentic online feedback in order to stay relevant. It’s a good thing that Davin Wilfrid, Customer Marketing Manager at Intuit, is around to share how Intuit Quickbase boosted its online presence and mobilized its advocates to dominate an entirely new product category.