👩🏼🏫 8 modules ✅ 40+ vetted exam questions 📝 Exclusive templates and resources ⏰ 5 hours of content 🔖 Official certification 👨🏼💻 100% self-paced
Course overview.
Over recent years, companies have shifted their focus from customer acquisition to customer retention and engagement. This course will provide you with the perfect resources, mentor, and development needed to keep up with and excel during this change.
Customer Advocacy: Certified will take you through the foundational skill and knowledge needed to launch and manage customer advocacy programs and excel in your career.
Propel your business growth by prioritizing and supporting your customer experience.
By the end of this course, you'll be able to confidently:
👊 Learn the fundamentals & exact blueprint for creating highly engaging customer advocacy programs.
🔥 Leverage your advocacy toolbox to help you scale and avoid potential pitfalls before launching your programs.
🚀 Understand how to align your customer engagement initiatives to strategic drivers within your organization.
💰 Successfully measure your program ROI to get more budget & headcount.
"Few people have the breadth of experience and expertise Kevin does. His course is a direct reflection of that experience with useful frameworks and thoughtful details every Customer Marketer & Advocacy professional can learn from."
Mary Green, Community & Advocacy Contractor
Meet your instructor, Kevin Lau.
Kevin Lau is the Vice President of Customer Engagement at Freshworks, where his focus is on developing customer obsessed initiatives to support their entire journey with Freshworks from product adoption, retention, advocacy and ultimately creating customers for life.
When we filmed the course Kevin was the Global Head of Customer Advocacy at Adobe where he was responsible for all aspects of driving customer engagement and advocacy across Adobe Experience Cloud.
He has received numerous awards and industry accolades including being featured in the TOP25 Customer Marketing & Advocacy Influencers (CMA), Advocate Marketer of the Year, Advocate Marketing Program of the Year, and Best in Class Customer Advocacy Programs to name a few.
Previously, Kevin worked for organizations including NetBase Quid, AOL, Google, and YouTube.
What's included when I enroll?
👩🏼🏫 8 modules covering all aspects of customer advocacy.
✅ 40 exam questions to test your intake.
⏰ 5 hours of content, including bonus material, crammed with expert insights.
📝 Optional coursework and frameworks to consolidate your learning.
🔖 Official certification to boost your resume and grow your career.
"This course was designed for customer advocacy practitioners of all levels. The carefully curated content will provide beginners a solid foundation upon which to build their careers, and the progressive nature of the course will offer solid advice to even the most seasoned advocacy professionals. If you are interested in a learning experience that will grow with your career, this is the course for you."
Alison Bukowski, Sr. Director of Customer & Product Marketing, PeerSpot
Unlock an additional 7+ courses 🔓
Access our entire suite of courses, a free in-person event ticket, 100+ hours of strategy content, templates & frameworks, mentorship opportunities, and more when you become a Pro+ Member.
Course curriculum
- 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
- 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
- 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
Don't worry, we do team rates, too.
If you're looking to get a team of three or more certified, then speak to Matt about team rates at [email protected]
P.S. If you need help convincing your boss, we've done the hard part for you.
In partnership with
Customer Success Collective
Customer Advocacy isn't created in isolation. It pulls in multiple skills from multiple departments, which is why this course is created with product marketers, product managers, customer success - and more, in mind.
Built in partnership with our sister-community, Customer Success Collective, it covers everything you and your cross-collaborative colleagues need to excel in every area of this essential business skill.
FAQs.
Q: Who’s this course for?
A: This course is for anyone who’s ready to master the art of customer advocacy. This course will equip you with the confidence and know-how you need to implement a killer customer advocacy strategy.
Q: How does the course work?
A: The course is 100% online and entirely self-paced. Once you enroll, you’ll work through the modules in chronological order and be invited to take part in activities. At the end of each module, you’ll be presented with mandatory exam questions and if you pass all these, you’ll become Customer Advocacy Certified!
Q: How long will the course take to complete?
A: In total, the course content, activities, and exams will take approximately around 5 hours to complete.
Q: What happens if I don’t pass the exams?
A: Not to worry, mistakes happen. If you happen to fail on your first attempt, you have the chance to redo the exam. Unfortunately, if you fail your second attempt, you won’t graduate from the course with a certificate. Don’t let that put you off though – you won’t finish this course having wasted your time. Instead, you’ll still walk away with a ton of invaluable information. What’s more? You’ll be given access to the course materials for life. So, if you stumbled on anything in particular in the exam, you can brush up on those bits to your heart’s content!
Q: How long will I have access to the course content?
A: For life! A single one-off payment gives you unlimited access to all the course’s content.
