advocate awards for awesomecx
TRANSCRIPT
The First Annual
Advocate Awards
? Why the Advocate Awards?
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Because brand advocates are at the core of providing awesome customer experiences. And we love #AwesomeCX
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Advocates:
Know and use your products and influence others.
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Advocates:
Are authentic and credible. This builds trust.
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Advocates:
Are from every age group, education level, and income level.
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Advocates:
Are everywhere.
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And now…
Here are the categories.
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Best Interaction
Best Love Story
Best Adaptation
Best Interaction
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And the winner is…
Claire Bradford Advocate: Norwegian Cruise Lines
Norwegian customers (we’ll call them Bill and his wife
Dianne) thought they
recognized Claire while in line to board the cruise they
had recently purchased.
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Turns out, Claire had done a Needle live chat with Bill
on the Norwegian website.
Because she is an avid cruiser, she used her
knowledge to help him
decide to book his cruise.
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Claire Bradford Advocate: Norwegian Cruise Lines
① Chatted with Bill
② Was an amazing CX
③ Bill & Dianne bought the cruise
④ Claire, an avid cruiser, wound up on the same
cruise
⑤ They all sailed the Caribbean together
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Claire Bradford Advocate: Norwegian Cruise Lines
How did this help Norwegian?
NPS = 80
CSAT = 9.8
Each interaction with an
advocate is similar and adds to the overall rating
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Best Love Story
And the winner is…
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Stephanie & Tyler Advocate & Customer: Skullcandy
Disclaimer:
The following story is not a typical result for advocates
or customers. But it sure is adorable.
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Why was their match possible?
Because it mimics many other classic love stories …
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Boy meets girl
In 2011, the timing was right for a chance meeting.
Tyler just happened to be shopping for headphones.
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Find like interests
There has to be a common ground.
They never would have met if not for a mutual desire to rock out … in style.
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Moment of connection
The live chat experience was so enjoyable, it kick started a friendship…
and they took it to Facebook.
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The evolution of love
On Facebook and Skype topics got more personal and allowed them to explore a real relationship.
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Finally, they meet
They met face-to-face for the first time in March of 2013.
You could say it was love at first sight. ‘15
Completely engaged
In June 2014 they got engaged. This is atypical, but shows that advocates make real, trusting connections with customers.
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① Tyler clicked to chat
② Stephanie was the
Skullcandy advocate he was looking for
③ They continued the conversation on
④ Now they’re getting married
Stephanie & Tyler Advocate & Customer: Skullcandy
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Best Adaptation
And the winner is…
Amanda S. Advocate: Overstock.com
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Here’s how she did it…
Meet Lord Voldemort aka Voldy
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…Voldy needed a futon…
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Overstock advocate Amanda accepts the challenge…
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…Lord Voldy’s questions are answered happily…
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…Slytherins bond…
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…and Lord Voldy had the best customer experience ever.
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Amanda S. Advocate: Overstock.com
① Lord Voldemort was looking for a futon
② Amanda took the challenge to help without hesitation
③ He told her she was “powered by magic”
④ They bonded as fellow Slytherins
⑤ It’s the best customer experience of Voldemort’s life
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When a brand enables its advocates, everyone wins.
Cue music…
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Advocates are at the heart of Needle’s ability to deliver
#AwesomeCX
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Needle helps find and certify advocates who then assist customers using their
expertise.
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This leads to:
• More conversions • Higher CSAT and NPS
• Proven incremental revenue …and lasting relationships
We can do this for you too.
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Download the advocate study here.
Learn who advocates are and why they are your brand’s biggest untapped
resource.