Helen Feber is the Managing Partner at Referential, Inc., a consultancy that has been delivering innovative, high-quality advocacy-related services globally for over 26 years. She is also on the oversight committee at ICCAP, the Institute of Certified Customer Advocacy Professionals. She’s retiring at the end of the year and as one of the pioneers of the industry, I was excited to get her reflections on the current state of customer marketing. She gives us the intel on NPS 3.0, breaks down a new way of measuring advocacy called earned growth rate, what elements would go into her dream program, and also took the time to answer some grab bag questions from the community.
You can find the full transcript here.
Enjoy the podcast? We’d be over the moon if you could rate and review us on Apple Podcasts. This helps more people find out about the show.
—
Thank you to our sponsors for supporting this episode:
Testimonial Hero helps customer marketing teams easily create stunning customer videos both in-person and remotely that help accelerate the sales process and close deals faster. With their white glove service, you can create video testimonials anywhere in the world with uncompromising quality. You can check out examples and more at TestimonialHero.com. Get $500 off your first video when you mention “Beating The Drum.”
UserEvidence is a SaaS platform that provides an elegant way to automate content creation from your happy users and customers, even the ones that won’t share their stories publicly. You can create a library of hundreds of testimonials, case studies, and statistical proof points in minutes. Customer marketers love the solution and it has been adopted by leading B2B tech companies like Drift, Coupa and GitLab. You can check it out at UserEvidence.com.