If a member of your account teams only had 20 seconds to answer a client CMO’s “How are we doing?”, could they do it in a meaningful way? When every employee understands “How” and “What” they do impacts the client, they understand the importance of their effort to both client and employer. This deeper understanding also helps to translate the work done into the meaningful “Why” a client wants it done.

Building a customer-centric culture where employees become customer advocates strengthens commitment to the client. So how can an organization get employee lightbulbs to turn-on for those “Aha!” moments of how they fit into the grand plan? Noah Weiner discusses this approach he calls “Customer Advocacy” in his upcoming podcast.

This approach goes beyond being customer-centric. Customer advocacy connects the different roles and levels within an organization. It achieves “buy-in” by infusing the “customer vision goal” into every functional layer within a company. To accomplish this requires the application of a specific process.

On the podcast, guests will gain insight into:

What a client really pays an agency to do…
The results clients care about…
How to express results in the client’s own language…
The real customer experience an agency is responsible for…
How to identify “customer vision goal” and create strategy…

The failure to understand these elements can lead to misunderstanding and miscommunication in the client-agency relationship. Think of it like failing to put oil into your car before the road trip. At best it’s going to be a bumpy ride.

However, to understand these elements of customer advocacy creates an environment for incredible success. It develops a clear understanding of value so every member of the agency can communicate in the client language and share results in a meaningful way. As a result, client’s make the best use of marketing budgets and the client and agency ride off into the sunset together…

Take a listen to the entire podcast below, or check it out on soundcloud.com.


Also published on Medium.