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Customer Advocacy Certified | Masters
Introduction to customer advocacy (15 mins)
Course Pack
How to get the most out of this course
Introduction and welcome (3:34)
What is Customer Marketing?
Benefits of customer advocacy (1:16)
Why build a career in Customer Advocacy (2:14)
Coursework
Knowledge check
Resource library
Bonus Footage (24 mins)
Customer success and customer marketing: Jay Nathan, Higher Logic
The 3 pillars of customer advocacy (15 mins)
The 3 Pillars of Customer Advocacy (5:10)
Pillar 1: Personal branding (5:43)
Pillar 2: Peer networking
Pillar 3: Rewards & recognition (2:32)
Time to reflect
Knowledge check
Bonus Footage (22 mins)
Community: David Spinks, Bevy
Blueprint part 1: Beginner customer programs (20 minutes)
Beginner customer programs (4:58)
Top Contributors (4:52)
User groups (6:38)
Time to reflect
Knowledge check
Blueprint part 2: Intermediate customer programs (40 mins)
The Blueprint part 2 - intermediate customer programs (3:13)
Reference Technologies
Reference Promotion (3:14)
Reference SLA Walkthrough
Reference Expedited SLA walkthrough
Voice of customer (VOC) (1:05)
Alpha-Beta Testing (2:34)
Customer feedback surveys (2:23)
Advisory Councils
Support Engagement model
Peer review (2:12)
Peer review site comparison (8:50)
Time to reflect
Knowledge check
Blueprint part 3: Advanced customer programs (40 mins)
The Blueprint part 3 - advanced customer programs (0:26)
Creating brand ambassadors (4:22)
Brand ambassador engagement strategies
Program charter template
Yearlong program outline (3:53)
Customer storytelling 101 (2:20)
Customer story formats
Establishing customer awards programs (1:50)
Customer awards phases
Planning (3:01)
Judging (2:33)
Connecting the dots through customer events (2:16)
User conference opportunities
Midlevel Influencer events
Mentor programs (3:17)
Customer certification (2:35)
Time to reflect
Knowledge check
Bonus Footage (30 mins)
Customer retention and rewards: Barbara Thomas, (BT) Sr. Customer Advocacy Manager Impervia
Blueprint part 4: Executive customer programs (20 mins)
The Blueprint part 4 - executive customer programs (1:40)
Executive briefing center (4:12)
Exec experiences (2:45)
Time to reflect
Knowledge check
Advanced customer engagement strategies (43 mins)
Advanced customer engagement strategies (0:26)
Segmentation (2:07)
Customer persona blueprint
Industry & vertical example
Reimaging your .COM experience (1:50)
Advocate nation site
ALTERYX
Customer nurtures (1:02)
Customer advocacy nurture template (3:52)
Time to reflect
Knowledge check
Coursework
Measuring success (27 mins)
Measuring success (2:55)
5 part process (1:52)
Team charter (1:41)
Advocacy measurement (4:22)
Time to reflect
Knowledge check
Coursework
Bonus footage (27 mins)
Diversity and Inclusion: Kalina Bryant, Unapologetech
Exam
Final exam
Wrap-up
Course satisfaction survey
Resource library
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