Welcome to the Referential Blog!
As a team of consultants embedded in dozens of unique customer advocacy programs at any given moment, Referential is constantly exploring, implementing, and improving on strategies and best practices.
Join us as we discuss the latest tips, tricks, and techniques in customer advocacy and customer marketing.
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Leveraging Tracked Content in RO to make Monthly Recruitment Metrics Easy, Part 1 of 3
Customer marketing and advocacy, like all other departments, needs to demonstrate its value to the larger organization. When Referential works with clients, I and my colleagues strive to ensure the quality of work we deliver is timely and, most importantly, impactful. What’s the quickest way to demonstrate this?
Because a Team of Consultants is Better than One
Though each of our consultants dedicate their time and focus to the programs of specific clients, our team regularly exchanges tips and best practices with one another. As a result, we’re constantly building on our collective knowledge and enhancing our ability to serve the needs of different clients.
Keeping Customer Advocacy Programs Alive and Well in the Age of Mergers & Acquisitions
We all know that every company has a different view and investment in their customer advocacy program (if they even have a program at all). When going through a merger and acquisition (M&A), these are some helpful considerations to keep in mind while adapting your customer advocacy program to the new business.
If You Can’t Measure It, You Can’t Manage It
Metrics are an essential business tool that enable each customer advocacy program to evaluate its performance and impact over time. We at Referential track various key business parameters for each of our clients on a monthly and bi-annual basis. One of the most meaningful metrics that we have in our portfolio is Client Lifetime Total Revenue (CLTR).
Learnings from Decades of Amplifying the Voice of the Customer
This recognition of customer advocacy as a business essential is the result of a thoughtful evolution in the concept of “customer references” and a concerted effort to recognize both the myriad of ways customers imbue value back into an organization and the opportunities companies have to provide more value back to their customers.
5 Reasons Why A Company Should Think Twice Before Cutting Customer Advocacy Staff from the Budget
Whenever things are uncertain, marketing budgets are constantly the first to be slashed, and the customer advocacy program is frequently a prime target.
Jennifer Doyon, a Principal at Referential, shares insights from her 15 years in customer advocacy. In this Q&A, she discusses the key considerations when selecting a Reference Management System (RMS) or Customer Advocacy Platform (CAP), and how Referential helps clients justify their advocacy program budgets, optimize platform performance, and implement best practices.