Mitchell Osborne
Address reporting concerns
Invest in relationship: demonstrate proactive, partnership
Corey Gomez
Address reporting concerns
Invest in relationship: demonstrate proactive, partnership
Katie CohenBelieves not delivering on performance
Fix performance issues and strengthen personal relationship to reinstall confidence
Darrell PooleDemonstrate campaign success; enhance reporting
Wants to be loyal. Continue to educate and develop his confidence
Kathy Schwartz
Arm with more tech info; expert to clients
Develop technical expertise and help develop as a thought leader
Geraldine Miles
No immediate next steps required
Due to the nature of the agency, this relationship has no potential for advocacy
Luther Joseph
No immediate next steps required
He’s young, so continue to educate to help him grow in his career
Mona ClarkArm with more case studies; expert to clients
Wants to be loyal. Supply with proof points and develop as a thought leader
Roberto Maguire
No immediate next steps required
Focus on thought leadership as part of a personal advocacy plan
Traci MoodyNo immediate next steps required
Develop as a community thought leader – but not a public advocate
Henrietta Nichols
No immediate next steps required
Continue to develop her reward system and keep her actively involved
Loyalty Spectrum
Potential for Advocacy ImmediateSteps
Health Check
Long-TermPlan
DEPENDENT
DEPENDENT
USER
DEPENDENT
DEPENDENT
internal direct liaison public
DEPENDENT
ADVOCATE
DEPENDENT
LOYAL
LOYAL
USER
Customer
617-758-8998www.explorics.com@explorics
LEGEND
Happy customer
Happy but has questions
Unhappy customer
Needs immediate attention ADVOCATE
LOYAL
DEPENDENT
USER Uses the product
Product is critical part of job
Loves the product
Willing to influence others
provide feedback and anonymous usage
1-on-1 references, analyst calls
education, introductions, community
testimonials, case studies, press releases
Internal:
Direct:
Liaison:
Public:
ADVOCATE ASSESSMENT
NAME HERE
INSERT IMMEDIATE STEPS HERE
DESCRIBE LONG-TERM PLAN HERE
MAKE ANY SENSITIVE ITEMS RED
Loyalty Spectrum
Potential for Advocacy ImmediateSteps
Health Check
Long-TermPlan
CHOOSE
internal direct liaison public
Customer
617-758-8998www.explorics.com@explorics
LEGEND
Happy customer
Happy but has questions
Unhappy customer
Needs immediate attention ADVOCATE
LOYAL
DEPENDENT
USER Uses the product
Product is critical part of job
Loves the product
Willing to influence others
provide feedback and anonymous usage
1-on-1 references, analyst calls
education, introductions, community
testimonials, case studies, press releases
Internal:
Direct:
Liaison:
Public:
ADVOCATE ASSESSMENT
USER
DEPENDENT
LOYAL
ADVOCATE
?
HOW TO USE THIS TEMPLATE
1. Select a set of customers and interview them to gather the information needed in this assessment. For more information on how to conduct these interviews, send us a note at [email protected]. We’ll be happy to help!
2. Fill out a line for each user and replace the graphical elements in that line with the appropriate ones from the collection to the right. Consult the legend at the bottom of this sheet for definitions.
3. Obtain a picture of your customer – LinkedIn or Facebook are usually good sources. Right click on the two blue heads in the template and select “Change picture” to drop your customer’s image into the circle.
4. Slide the right-hand image of your customer to the appropriate position under the “Potential for Advocacy” section.
5. If you have any critical or sensitive next steps, highlight that information in red.
6. Delete these instructions when you are done.
7. Save your document as a PDF and share with your team.
GRAPHICAL ELEMENTS
Health Check
Customer Icon
Loyalty Spectrum
