Customer Advocacy and community marketing

One of the areas that I work on is customer advocacy. In particular, Metia (the company that I work for) designs, implements and manages customer advocacy programs for a number of high-profile tech companies.

We’ve recently been working with Bill at the Customer Reference Forum and Jeremiah over at PodTech, talking about customer advocacy 2.0 (that’s pretty rich really, cause most people didn’t know there was a CA 1.0).

I’ve long thought that customer advocacy is just one end point of the word of mouth marketing activities that have become so popular today. In particular, customer references are asking to be integrated with social media. If one of your customers is blogging positively about you, then why aren’t you aware of it, or asking them if they’ll help you in other ways? My gut feeling is that most reference professionals don’t know what’s being blogged about them. The “community managers” within the company might be keeping on top of the blogs, but I haven’t seen much communication going on between the community managers and the reference professionals. Perhaps I’m wrong? I’d love to hear that this is already happening.

Maybe the reference professionals are already hanging out with the community guys? Jeremiah’s posted a question on his blog to see if this is true. I’m really interested in the results.

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