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Customer Advocacy Certified | Masters
Introduction to Customer Advocacy (15 mins)
Pre-course survey
How to get the most out of this course
Your course pack
Introduction and welcome (3:40)
What is Customer Marketing?
Benefits of customer advocacy (1:10)
Why build a career in Customer Advocacy? (2:03)
Coursework
Time to reflect 💡
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 (5:00)
Pillar 1: Personal branding (5:38)
Pillar 2: Peer networking
Pillar 3: Rewards & recognition (2:27)
Time to reflect 💡
Knowledge check
Bonus footage (22 mins)
Community: David Spinks, Bevy
Blueprint part 1: Beginner customer programs (20 mins)
Beginner customer programs (4:25)
Top Contributors (4:47)
User groups (6:29)
Time to reflect 💡
Knowledge check
Blueprint part 2: Intermediate customer programs (40 mins)
The Blueprint part 2 - intermediate customer programs (3:03)
Reference technologies
Reference promotion (3:07)
Reference SLA walkthrough
Reference expedited SLA walkthrough
VOC (0:59)
Alpha-Beta testing (2:29)
Customer feedback surveys (2:18)
Advisory councils
Support engagement model
Peer review (2:07)
Peer review site comparison (8:02)
Time to reflect 💡
Knowledge check
Blueprint part 3: Advanced customer programs (40 mins)
The Blueprint part 3 - advanced customer programs (0:40)
Creating brand ambassadors (4:13)
Brand ambassador engagement strategies
Program charter template
Yearlong program outline (3:47)
Customer storytelling 101 (2:10)
Customer story formats
Establishing customer awards programs (1:40)
Customer awards phases
Planning (2:54)
Judging (2:26)
Connecting the dots through customer events (2:07)
User conference opportunities
Midlevel influencer events
Mentor programs (3:08)
Customer certification (2:27)
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 (1:32)
Executive briefing center (4:07)
Exec experiences (2:40)
Time to reflect 💡
Knowledge check
Advanced customer engagement strategies (43 mins)
Advanced customer engagement strategies (0:21)
Segmentation (1:58)
Customer persona blueprint
Industry & vertical example
Reimaging your .COM experience (1:41)
Advocate nation site
ALTERYX
Customer nurtures (0:54)
Customer advocacy nurture template (3:46)
Coursework
Time to reflect 💡
Knowledge check
Measuring success (27 mins)
Measuring success (2:14)
5 part process (1:47)
Team charter (1:35)
Advocacy measurement (4:14)
Time to reflect 💡
Knowledge check
Coursework
Bonus footage (27 mins)
Diversity and Inclusion: Kalina Bryant, Unapologetic
Exam
Final exam
Wrap up
Course satisfaction survey
Resource library
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