The Key to Customer Advocacy


Disclaimer: The opinions expressed in this blog and podcast are the views of Bev Barnett and not those of Workday.

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Episode Summary

Most B2B organizations have nailed the lead generation and conversion pieces of the sales cycle. Majority of products and services revolve around your customers but once the sale is closed, how do you keep the customer as the focus of the business?

Enter Customer Advocacy.

Stopping by the Behind the Post podcast is Bev Barnett, Senior Customer Advocacy Manager at Workday. She breaks down step by step the importance of the voice of your customers, the role of community, and best practices for social media managers.

Bev shares that the Nirvana of customer advocacy is finding the intersections between what’s important to your customers, the stories they want to tell about their successes, and what the organization is looking to tell about its own path.

Throughout the episode, Bev stresses the importance of meeting your customers and community where they are and letting them facilitate the conversation. She leaves the show with one very important yet overlooked piece of advice–take a step back. Customer advocacy is not about you, it’s about the customer. Customers are people and we have to respect their time, and space and respect their “no.”

Hot Topics:

  • How Customer Advocacy differs from Customer-Based Marketing
  • Taking control of the processes, workflows, and documentation around customer advocacy and leveling the importance alike any other marketing activity
  • Creating customer facilitated community focused on best practices and relationships

Meet Bev

Bev Barnett is the ultimate customer advocacy expert! She is the Senior Customer Advocacy Manager at Workday, developing a new customer advocacy engagement program and exploring the intersections of customer advocacy with key customer lifecycle touchpoints.

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Unleash Your Inner Artist

Behind the Post is a podcast by Social Media Managers, for Social Media Managers. Host Olivia Messina and her guests talk about the real challenges SMMs face while talking through the creative processes they need to create engaging content every day.

In each episode, SMMs talk through how they stay creative and interesting across their various social channels. The conversations are built to work through fresh ideas and captivating ways to keep your audience engaged and your leads funneling in.

One thing’s for sure, you’ll leave every episode with the tools and inspiration you need to nail your next social campaign!

Love Going Behind the Post?

Spread the news: every social media manager can master the art of social media! If you love going behind the post as much as we do, please subscribe wherever you find your podcasts. You can find Olivia and her guests on Apple Podcasts, Spotify, and YouTube. Don’t forget to rate and review the show, and in the meantime ask a question for Olivia and her guest to answer on the next episode!



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