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. On this episode, we cover: Her four critical metrics for persuading the C-suite of the…

Umesh Patel is Head of Global Reference Programs at Fujitsu Global, where he’s been leading customer marketing for the past eight years. Umesh believes that customer stories provide tangible evidence for how companies help customers realize their visions, and you can tell that he gets so much joy out of connecting with people. On this…

“There’s a lot more clarity we can bring to our B2B programs to make sure that people understand, like, yes, when I do this, I will be able to have these opportunities. And when I put a value proposition out there that the customers are going to get chances to do X, Y, and Z,…

“We need all those people talking to each other, talking to us, so we get a really good sense of: what the right story is, and then how to get to that goal.” – Cynthia Hester Cynthia Hester is the Director, Global Customer Programs at Google Cloud. She has over twenty years of experience in…

Happy Holidays, BTD-ers! (I’ll have to find a better name for this at some point.) Margot here. Hope you’re all staying safe and healthy right now. I wanted to let you know that the show will be going on a short hiatus during the holidays, with new episodes coming in 2021. I’ll be spending much of…

“Have you raised your hand for stretch opportunities to try something outside of the box or outside of your comfort zone? It’s that type of relevance that brings attention to you as a potential person who can be promoted within the organization.” – Zoe Meyer Zoe Meyer is the Customer Engagement & Operations Lead for…

“It’s about really having that open line of communication between yourself and the CX team, so that you’re always on the same page.” – Christina Prudent Christina Prudent is the Senior Customer Marketing Manager at FullStory. Previously, she worked in customer marketing at companies like Talkdesk and NICE inContact, but also spent some time in…

“No matter what your title is, you have a voice at the table.” – Lisa Bregante Lisa Bregante is the Group Manager, Customer Marketing at PagerDuty. We covered a wide range of topics, including how her experience facilitating executive briefings helped prepare her for her current role, as well as what she’s learned moving from…

“To build a loyal customer, it actually starts from the very beginning when the customer interacts with your brand.” – Kelvin Cornaz-Tranphuoc Kelvin Cornaz-Tranphuoc is the Senior Director and General Manager of Retention at Rocket Lawyer. I’m really interested in how customer advocacy can play a larger role within the post-purchase journey and how there…

“Especially in this day and age, every company is striving to be more customer-centric, but few can really walk that talk. And I think customer marketers are the future of creating customer-centric companies.” – Charlotte Lilley Charlotte Lilley is the Head of Global Customer Marketing at Coupa. Charlotte kicked off her career in sales, founded…