All About The Customer

Looking to start a customer marketing program but don’t have the budget? No problem. Michelle Randall, CMO at Playvox, shares 10 ways to start a customer marketing program with just a little elbow grease. 

Looking to give gifts to your customers but don't have the budget of Oprah? Reputation's Cassie Sneed has you covered. In this episode, Cassie shares insights on the perfect times in the customer journey to give gifts, the types of gifts that are most impactful for different customer groups, and how to think about gift giving on tight budgets.

When you find a customer willing to be an advocate, how often do you overuse that relationship? Probably way too often. HubSpot’s Natalie Gullatt has seen it throughout her career and has found ways to avoid advocacy fatigue.

In this episode, we chat about how to build meaningful reciprocal relationships with customers, how to ensure we aren’t burning out relationships with too many one-sided asks, and even how to get around PR and legal department roadblocks. 

Your approach to B2B sales and marketing is becoming obsolete. But best-selling author Brent Adamson thinks the better way involves customer confidence. In this episode, we discuss how marketing and sales teams can operate differently to better serve prospects, how organizations can potentially completely rework their go-to-market strategy by reorganizing teams, and how to improve the likelihood that your customers feel great about their purchasing decisions.

GitHub’s The ReadME Project takes a unique approach to brand-based marketing and is perhaps the next evolution in customer marketing: giving your customers incredibly valuable resources without expecting anything back. In this episode, we sit down with GitHub’s Virginia Bryant and Robb Mapp to discuss this content initiative, how to create content that’s valuable to your customers, and how to make your customers want to provide you with user-generated content.

Read more about The ReadME Project here: https://github.com/readme/

Sam Shepler, CEO of Testimonial Hero, believes the B2B buyer journey has changed. More than ever, prospects want to self-serve, not be led by a salesperson. So how can our content adapt?

In this episode, Sam dives into this new buyer’s journey, how snackable and candid content can serve our prospects, and the power of video testimonials.

Customers give you feedback—and then what? To get ahead, Airbnb’s Raj Sivasubramanian believes you need to close the loop on customer feedback. In this episode, Raj shares why so many companies fail to close the loop, how closing the loop can mean different things, and shares a video feedback program he spearheaded at Airbnb to help bring more empathy to customer feedback. 

How valuable are customer marketing programs, and how do you get started? This episode’s guest, Steve George, Global Director of Customer Marketing and Community at Insider, shares advice on choosing the right person to lead an advocacy program, on different job types you might need to hire as you grow, and his three-step framework for building a program.

Most of us in customer marketing claim to want more diversity in our organizations, but are we doing enough to make it happen?

In this week’s episode, Pascale Royal, Director of Executive Customer Programs at Coupa Software, talks about the impact of this lack of diversity on our customers, how featuring different groups of people can unlock more powerful stories, and how diverse teams can lead to better products—and businesses.

Metrics matter in a community program, but what matters most is what and when you measure.

In this episode, Jae Washington, Senior Community Manager at Headspace, talks about long-term thinking, the fundamentals of community building, and how a customer community can impact every part of your business.