Meet the Referential team: Jennifer Doyon

JenDLiving in Maine along with her husband, two sons, and dog – Jennifer Doyon manages to be an active Advocacy Consultant for Referential. She enjoys being able to work with multiple clients, and she especially appreciates that in her role as a consultant she can focus on her work without the distraction of corporate politics. Jennifer mentioned how people love being able to talk about what they do, and that Referential helps find them the platforms to do so: She facilitates customer interaction to help them promote the products they use. She loves meeting customer advocates at events and interviews: Being able to hear about their experiences and to learn about their industry keeps her job interesting and informative.

Jennifer’s experience of working for a large technology vendor and understanding how a big enterprise company is structured – as well as the challenges employees face – enables her to connect with her clients on a different level. She also has experience working in a corporate communications team, which gave her extensive experience with analyst and press relations, customer interviews, and event planning and execution. 

Aside from work, Jennifer enjoys walks with her dog, yoga, and spending time with friends. She has two boys that have always played numerous sports, so she considers watching them compete as one of her hobbies! During football season, she is especially busy, as her sons both play, one in high school and the other in college. In the summers, Jennifer's family spends time fishing and boating along the coast of Maine and New Hampshire. . She tries to travel whenever she can: She backpacked all over Europe after college and would like to revisit some of her favorite countries; Germany, Ireland, and Greece.

She loves that her co-workers are team-oriented, positive, and focused on learning and improving, which creates a very positive work experience. She enjoys traveling to San Jose at least twice a year for the all-hands-in-person weeks where everyone at Referential experiences working side-by-side and the team bonding is significant. She’s excited to be part of Referential’s positive trajectory!

Meet the Referential Team - Lynn Watts

Lynn&BertieWorking from the UK, Lynn Watts has been an Advocate Consultant with Referential for 20-years! She also assists Referential’s creative team when needed, as she has a background as a graphic designer.  One of Lynn’s strongest suits is being able to talk to anyone, whether it be an executive or a sales rep or a technician. She thinks of herself as a matchmaker of the business world; working hard to find the best fitting advocates to speak to each prospect. One of her favorite aspects about work is it’s always interesting; every day is different.

Being a team player enables Lynn to help both her clients and coworkers. She adores her Referential family and is grateful for the supportive and close dynamic they all share. In fact, what she finds so extraordinary about the team is the broad range of experience between them. They can leverage each of their skills and expertise, making for an extraordinarily strong group of consultants.

She recalled a favorite memory – which coincidentally occurred during one of her California visits – one of the team was sitting on a yoga ball and it happened to burst right underneath them! Thankfully, the colleague wasn’t hurt and the whole moment was captured on the cameras in the office, immortalizing the scene forever.

Aside from her job, Lynn loves to play tennis – at club-level impressively enough – walk her dog (that's Bertie in the photo), garden, spend time with her family, and just be outdoors. 

She appreciates the gratitude and recognition she gets from clients, especially kudos those from contacts outside of the advocacy programs that suddenly realize what the program can do for them. And she’s thankful for her team at Referential for constantly expanding her horizons.

See us at the 2018 Elevate Customer Summit

ElevateDo you use the RO Innovation platform for your customer advocacy data? If so you should consider attending the 2018 Elevate Customer Summit being held November 14-15 in San Jose, CA. All the details are here.   The summit is a great chance for networking, learning best practices, product training, and insight into advocacy trends. There are some great speakers on the agenda including our very own Helen Feber.

Helen is doing a joint session with Richard Clooke of Symantec at 1:30 the first day. Their topic is "Mastering Internal Engagement for Greater Buy-In". They will talk about a key to advocacy program success, which is ensuring it is embedded throughout your organization.  You want to see customer evidence as part of processes throughout Marketing, Product, and Sales organizations. In the session you will get tips on working with various groups to embed customer evidence in their processes, campaigns, product launches, and all aspects of go to market and sales plans.

Join Helen and Richard at Elevate 2018!

Customer Expectations - Research from Salesforce

Salesforce recently surveyed nearly 7000 consumers and business buyers to understand how customer expectations are changing, which technologies are impacting the consumer experience, and why trust is increasingly important.  The full report can be downloaded here. There is a summary blog post here. The blog post has much more detail, but here are the highlights of 5 of the report’s key findings:

· Eighty percent of customers say that the experience a company provides is as important as its products or services · Eighty-two percent of business buyers want the same experience as when they’re buying for themselves · Seventy percent say connected processes are very important to win their business · Fifty-nine percent say they’re open to companies using artificial intelligence (AI) to improve their experiences · Sixty-two percent of customers say they’re more afraid of their data being compromised now than they were two years ago

Consumers want personalized experiences and connections with the companies they frequent. At the same time, they don’t fully trust companies to adequately protect personal information. This is an issue gaining in importance daily. How does your company build trust with your customers? What trends do you see in customer expectations and do they align with the Salesforce research? This is an important area, the report is worth reading.

See you at Advocamp Field Day!

Advocamp-2018Influitive’s Advocamp Field Day is October 3. We’ve sponsored past events and are excited to participate at this new venue. Referential's Jennifer Doyon will be at the event.  If you are attending in person take a minute to stop by our space and speak with her. It’s always nice to make face to face connections!  Online or onsite you will find it a valuable experience and well worth you time.  Even a better value if you register by August 15 and receive a 20% discount! All the details are here. Spending time with others focused on customer advocacy is sure to give you many ideas for your program. Enjoy the camp theme, network with attendees, learn from Influitive - you'll enjoy it and come away with many new ideas to apply right away.

See you at the field day!

 

Meet the Referential Team: Ryan Barron

RyanIntern-turned-employee Ryan Barron has worked with Referential for 18-months and currently serves as an Advocacy Consultant. Although he recently graduated from college, Ryan has plenty of experience gained from both working at Referential full-time during the summer of 2017, and delivering half-time throughout the school year. Originally, Ryan was unaware of the world of advocacy. However, today he loves that it’s much bigger than he anticipated and is a nice change of pace. He enjoys helping to expand customers’ product markets and grow profit margins by enabling their best customers to share their positive experiences.

Ryan credits his impressive success to being a people-person and having the ability to talk to almost anybody. That, in addition to his dedication, skill with Microsoft office tools, and multi-tasking abilities makes for a bright future.

He’s thankful to Referential’s intimate setting with bonds that are closer than those of an average workplace. Ryan finds comfort in everyone knowing each other well and says it helps the group to communicate with ease. He appreciates coming in to work, seeing familiar faces and having a good laugh. He says he hasn’t had a bad day yet – which means a lot because the work can be quite stressful – and he appreciates having some light moments that reduce the tension.

One of his favorite things about working with multiple clients is the exposure he receives to how different corporations go about business: Understanding how a company is run, how offices function and interact, and learning from co-workers. His day-to-day routine is to soak up everything like a sponge!

In his free time, Ryan plays basketball and takes part in the occasional video gaming session. He also watches a lot of Netflix, which he says should be a hobby! He looks forward to having a sustainable lifestyle.

Ryan works well with people and believes understanding where a client is coming from, and adapting to their style, is vital for success in a relationship. He aims to grow alongside his clients and looks forward to a bright future ahead.

The 3Rs of Supplying References to Analysts: From Referential’s Jennifer Doyon

Why does it seem that analyst requests are getting more and more demanding?  It used to be that they would ask for five references with a name/email address/phone number for a report not coming out until early next year.  Lately, we have seen the requirement for references has increased significantly; not only do the analysts now want a phone interview, but they’re asking each customer to also complete an extensive survey.  Your customers are busy and so are you, right? Let’s think about these three Rs to help you determine your response:  What is Realistic?  What is Reasonable?  What is the Return?

What is realistic?

Is your product really ready to be included in this report?  Can your company compete with the major players?  Are you asking customers to comment on products they haven’t truly tested?  If it’s a stretch, perhaps you can opt out and revisit the option next year.

What is reasonable?

Have they asked for 20 references and they need them by Friday?  Don’t hesitate to ask for an extended deadline if the ask is going to cause major disruption to your team.  More importantly, don’t ever jeopardize your relationship with a customer because of some external pressure.  Hopefully, you already know which customers are willing and able to connect with analysts.  If not, ensure you have the time needed to identify and properly vet your references.

What is the return?

What percentage of your audience is going to make their buying decision based on this report?  Will it affect the company’s bottom line?  Identify the most influential analyst evaluations where you expect a solid return, and focus your attention on those.  If it is a lesser known analyst report among your prospective buyers, determine if it is truly worth the time and effort of your customer advocates.

In the end, remember that analysts are people too, and they have many priorities, just like you.  They are helping our prospective clients make informed buying decisions.  Analysts have a responsibility to dig in to find the real story and connect with real users.  Sure, their demands seem a bit unrealistic at times, but if you’re prepared and selective, you’ll make the analyst “work” for you.

Ensure the voice of your customer is strong throughout the buying cycle

With buyers looking for input from their peers more and more often, be it in consumer or B2B situations, it’s increasingly important to ensure that you have the voice of your customers prominent in all stages of the buying cycle. Hubspot research shows that sales and marketing people are not viewed as particularly trustworthy.  In fact only 3% of survey respondents trust salespeople. To put that in context politicians are at 1% and lawyers at 12%. Though 49% of us trust doctors.

With low trust for sales and marketing, buyers are turning to people they know and trust, their peers and your customers. It’s increasingly important to have the voice of your customer prominent at each stage of the buying cycle. Where to start?  This infographic  from ROInnovation is one example of how you can map customer content to the stages of the buying cycle. While it may not be the perfect fit for your company it’s a good place to start.  What customer content do you have?  Is it easy to find and being used appropriately? What are you missing? Anything you would add to the infographic? Give us your thoughts below. 

We're already half way through 2018!

Hard to believe but we are half way through the year. Time for mid year check points not only with employees but also with clients. We just completed a round of client reviews.  Simple format – one slide with goals for the client and progress in the first half, plus a second slide with action plans should there be any issues and comments about what is expected in the second half. These reviews complement the monthly metrics and client checkpoints that we also do. In addition to a checkpoint of first half results, we also looked at statistics which allow us to compare client performance to industry norms.  We looked at everything from what percent of customers contacted agree to participate in advocacy programs to how long does it take to fulfill an average request for advocate participation.

It’s good to take a step back and assess.  Each team has done very well in the first half and is looking forward to an even more impactful end to the year.  The reviews are always a valuable experience. There is a chance for learnings that we can bring to all clients, valuable insight to share with our lead contacts, and there were many pats on the backs for jobs well done!  The first half has been full of amazing accomplishments and huge financial impact for our clients.  Looking forward to even greater success in the second half of 2018!

Recruiting new advocates? Learn from the best - our Andreas Silva

  "I'm going to give him an offer he can't refuse." You can channel your inner Don Corleone during recruitment calls! Now, we don’t mean THAT sort of offer, but there is a way to position advocacy activities during a recruitment call with a customer where they really can’t refuse you.

Traditionally in the advocacy world you have a laundry list of activities that you want/need customers to participate in like taking reference phone calls, participating in analyst surveys, speaking at conferences, writing case studies. The problem with that is the customer only hears what you, the vendor, is getting out of the relationship. They’ve most likely been burned so many different times by other vendors that the laundry list begins to sound as monotonous as Luca Brasi rehearsing his pledge to Don Corleone at his daughter’s wedding.

It’s easy to forget in the middle of all the craziness of trying to insert a customer voice in every situation possible that Customer Advocacy is a two-way street. The customer will gladly sing your praises from the hilltops of Sicily because you made them feel special and that they had an impact, so give them an opportunity to make that impact and to do the things they really want to do.

Andreas Silva is our recruiting expert. Instead of asking advocates “Would you be willing to take a reference call?” he asks “How would you like to connect with your peers?”

Instead of asking “Would you take an interview with an analyst?” we ask “Would you like to make an impact on your industry by giving product feedback to an analyst?”

And finally, instead of asking “Would you speak at a user conference?” try “Would you like to be seen as a thought leader amongst your peers?” or “Have you ever considered elevating your personal brand by speaking at ____ Conference?”  You can almost hear those gears turning in their heads.

See the difference? Hard to say no, isn’t it?

The key to all of this is really listening to the customer and understanding what makes them tick. These are people and at the end of the day and we all have things that get us fired up. Position the various advocacy activities in a manner such that they really see the value of being engaged and participating in all the activities you have to offer. Soon enough they’ll be jumping out of their seats when you, “The Don”, come calling.

The Piece is Done - Now What?

You have worked with your advocate and created a fantastic video or case study.  It’s on your web site, but now what!  How do you get additional visibility for this great piece that sings the praises of your products as well as showcases your customer as innovative and a thought leader? Social media is one approach. These stats from April show that Facebook has 2B, yes billion, active users each month. Instagram, number 6 on the list,  has over 800 million active users. .

Here is an article from Influitive, with ideas on how to best use a range of channels to get higher visibility for your content. You need to give thought to language, time of day for posts, audience and much more. For example, with LinkedIn Influitive encourages you to consider targeted updates on your company page, rather than aiming at your entire audience.

In addition to social media consider email. An article from eMarketer shows that email ROI is more than 4X that of other marketing formats! What about your company blog? Many of our clients do blog posts about new customer content.

Do post pieces on your website but don't stop there.  Get your company, and your advocate, additional visibility.  What approach has been most successful for you? Share your tips!

Nominating customers for awards - everyone wins especially when Referential writes the nomination!

One of the most gratifying activities we get involved with is creating a successful award nomination – nothing beats seeing the look on a client’s face when they learn that they just won a major award!

We collaborate with our clients to target specific industry awards for the coming year and then work with account teams to identify noteworthy candidates; either individuals, teams, or whole companies. We typically then do a short interview with the lead nominee and put together a submission for the individual award. Then it’s out of our hands!

We have a stellar track-record for nominations that get picked as winners and category finalists. We are very proud to have Deutsche Bank win a very prestigious award for an IT Risk Management project at a ceremony just held in Munich – the recipient notified us from the banquet hall floor! See their photo below. We also were delighted to hear that Johnson & Johnson received one of the top prizes at the latest Dell annual conference. However, not all our submissions are for large corporations: We championed a regional consumer services provider and were equally excited to be notified that they will be presented with the “Best in Class Contact Center” honor at a major industry event to be held in June in the US. All three happened in the last month and all were nominations written by our mangeing partner, David Feber.

Irrespective of the ultimate outcome, we repeatedly see major returns from even just submitting a client for an award – all too often people don’t get positive feedback, so being nominated is understandably viewed as being a huge deal! We’ve found that for a modest amount of work, the payback is dramatic and the sense of goodwill lasts for a long time – we highly recommend it!

Olaf receiving KC Award 2018
Olaf receiving KC Award 2018

The Power of B2B Referrals

Nearly all B2B decision makers start their journey with a referral.  By nearly all, the Edelman Trust Barometer says 84%.  That is significant.  This, and other important stats, are shared in an infographic on the Influitive blog titled, "17 B2B Referral Statistics You Should Know (But Probably Don’t)".

Influitive teamed with Heinz marketing to survey North America B2B professionals from sales pros to executives. The results tell us a lot about the impact of B2B referrals on both sales pipeline and revenue growth.

It’s clear that referrals have a higher conversion rate and close faster than deals from other sources. You can see the stats in the infographic plus access the complete report. Even though referral sales are so very valuable it’s surprising a larger percentage of companies don’t have a formal referral program. This study notes only 30% have such a program.

Does your company have a referral program? Do you leverage your advocacy program through to referrals? Share your insights below.

Worldwide Business Etiquette Insight from Referential's Lynn Watts

At Referential we work with clients from all over the world and we have staff in the US, the UK, and India. There are many similarities between the way business is conducted throughout the world, but there are also differences that need to be considered. There are differences in greeting style if meeting face to face, how to address others in correspondence, communications may require an interpreter, and varied meeting structures to name a few. Some business cultures are quite relaxed in style, while others are serious or regimented. As Advocacy Consultants we spend a lot of time corresponding with people globally, so to avoid confusion it’s important not to use slang expressions or local idioms that could be misinterpreted. We need to be mindful that in some countries people expect to be addressed formally. For example, in Germany and The Netherlands it is standard to address people using their academic title. Someone with a PhD should be addressed as Doctor and titles should be used until you are given permission to use their first name. When in doubt, erring on the side of formality is safest.

In order not to offend the people you are interacting with, it is important to consider and adapt to how business professionals operate in different parts of the world. There is no global standard of business etiquette. What might be commonplace in one culture could be unusual or even offensive in another. Where possible, do your research in advance of professional interactions with international clients. When in doubt, ask. People are very helpful and like to advise about what is and isn’t acceptable in their culture.

Derin Cag at Richtopia provides a very enlightening article and infographic to further illustrate this topic.  Share your insights into business differences around the world!

 

Secrets to more online customer reviews from Trish Bormann of Fortinet

Our client, Trish Bormann of Fortinet, was recently interviewed by Nichole Auston of ROInnovation.  Nichole was interested in learning more from Trish about how she has been successful at increasing the number of online reviews for Fortinet at Gartner Peer Insights.  You can see the video here.  Full disclosure, we did work with Trish on this project. The video interview is short and well worth your time to view. We all know that while vendors are good sources of information they aren’t seen by customers as the most trust worthy source.  For trusted insights customers are increasingly looking to their peers, friends, even family. With 90% of consumers reading online reviews you need to be there.  Your product needs customer reviews.

In addition to the great interview with Trish, the same link has an article from ROInnovation with tips for determining your needs, creating an action plan, implementing your plan, and then evaluation of your results.

Have you been successful at increasing the number of reviews at Gartner Peer Insights or any other site that is key to your customer base?  Share your tips below.

Time to refresh your program?

This blog post from Influitive has hints for spring cleaning your AdvocateHub.  All great hints and ones we do more frequently than only with a spring refresh.  If you are an active member of our hub you have probably noticed that we update regularly.  Each quarter we change the theme of our Hub. We brainstorm potential new ‘locations’ and have a Hub challenge where participants can vote for our next destination.  And then the refresh begins. Our Hub manager, a position which rotates so we all have expertise with AdvocateHubs, chooses a specific day for the change.

Over a pizza lunch we make quick work of a full refresh.  All challenges are reviewed to ensure they are still relevant and we check for broken links. Photos that accompany each challenge are reviewed and the majority are changed to align with our new theme.  Our latest change was In January when we moved from Germany to the Olympics and Korea.  The changes to challenges and the visual theme are the most visible though behind the scenes we’re also looking at advocate groups, rewards, and our metrics.

While the Inflitive article is specific to AdvocateHub refreshes, it really applies to all types of advocate programs.  How do you keep your program fresh and relevant?

Nothing like a little competition!

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Sometimes a little friendly competition helps bring some new energy to a task you may have done before. Who says sticker charts are just for kids!For many of our clients we have a focus on recruiting new advocates into their program. Ensuring a robust program membership is the key to finding the right customer for upcoming opportunities. We’ve decided to inject a little competition into the recruiting process for one of our clients.

Sparkly smiley face stickers are climbing up a chart.  Three of our team members are in a bit of a race to see who will recruit more advocates this month. It’s fun and it makes the progress visible to everyone. And the person who recruits the most wins bragging rights though when we have other competitions sometimes they have prizes!

How do you put a little fun into your work?

Great article, full of interviewing tips

We are interviewing our clients and their customers all the time.  Each discussion about how our role with the client might expand is really an interview.  Each call with a potential advocacy program member is an interview.  Lots of them, every day. This article from the Content Marketing Institute, written by Clare McDermott, “Perfecting The Art of the One-on-One Interview”, is full of useful ideas and links to even more ideas. McDermott divides the article into sections: how to prepare for the interview, how to begin the interview, and how to hit your stride.  Each section has great information. Depending on your level of interview experience this may serve as a refresher or be full of new information. We’re sure that even the expert interviewers among you will learn something new.  Reading this article is well worth your time. 

Let us know what you learned or how the article reinforced something you’ve always thought important. Leave a comment, below.

Personas - mistakes to avoid

Do you use personas to help shape your content and programs?  This article by Jessica Vionas on the Business2Community site points out some traps to avoid as you are developing buyer personas. Mistake number one is making assumptions.  Many of us have been guilty of that, especially if you do not have funds for research.  Ideally you would be able to interview a subset of your customers rather than rely solely on market research.  Just don't skip research! Use that knowledge to create fact based, not assumption based, personas. Once you begin to develop your personas the article suggests not slicing and dicing too finely.  How many personas do you really need?  What differentiates one persona from another?  Roles are often used but is it really the role the person is in or is it the challenges they face which are the key differentiators of your various personas?

We hope the last mistake covered in the article is not true for you – creating personas and then not using them!  As the articles says, that is “just silly”.  I suspect some might have even stronger language for that situation!

Do you have fact based personas that you use as you develop content and programs?  Share your experiences in how they have helped you be successful. 

Congratulations to our Award Winning Client!

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Congratulations to our client Lisa Matzdorff, director of customer experience at Symantec.  She was just named the winner of the Sherpa Award for Innovative Feature Use at the Elevate Customer Summit hosted by RO Innovation.

Lisa uses ReferenceView, an application from RO Innovation, to track recruitment and reference activities. She needed a granular method for tracking and reporting each stage of recruitment to support the volume and multi-step process in place at Symantec. Lisa turned to ReferenceView’s workflow functionality to keep recruitment of new advocates moving at an optimal pace. Notes are captured within each step so that a permanent record remains available.

This approach ensures the recruitment process is as efficient as possible, with a clear view of metrics. The process has enabled Lisa to consistently exceed the security industry’s standard advocate recruitment rate!  Congratulations Lisa on both your award and your great results!