Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. But if you have to beg a customer to give a review or referral, you're doing it wrong. Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. The best customer experiences go beyond the sale. Join Jeremy Boudinet, Marketing Manager of Nextiva, and learn the tools for getting that glowing review.

1. Using Customer Reviews,
Advocacy, and Referrals in
Your Journey Map
Jeremy Boudinet Julie Lawson
With: Moderated by:
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2. 2Humanize Your Brand
Since 2007, they’ve been the industry leader in building community and
engagement solutions. Their robust Engagement Platform delivers powerful online
communities and communications software designed to engage your users across
every stage of their journey. Community is not just a feature. It’s more than just a
forum or support portal. A community is about creating a centralized destination
that customers want to return to again and again, creating lasting connections with
and among you and your customers.

3. 3Humanize Your Brand
Click on the Questions panel to
interact with the presenters
https://www.customerexperienceupdate.com/frs/13821146/using-customer-
reviews--advocacy--and-referrals-in-your-journey-map

4. 4Humanize Your Brand
Jeremy Boudinet
Jeremy Boudinet is the Marketing Manager at Nextiva, Co-President at AA-ISP
Phoenix, Co-President at Revenue Collective Phoenix, and a published writer
for Time, Entrepreneur, Inc, The Daily Muse, and PopSugar. He has been giving
the people what they want since 1986. Contact him on LinkedIn or Twitter to
start a conversation about business, sports, music, or anything else under the
sun.
About Julie Lawson
Julie Lawson majored in English at Boston University. She worked at the
college radio station, WTBU, where she developed a passion for producing
shows with good music and good stories. She started her career at a small
publishing house in Los Angeles and went on to become Webinar
Coordinator at Aggregage, where she produces webinars and facilitates BTS
webinar functions. In her spare time, she enjoys going to the beach, camping
and reading great books.

5. 5Humanize Your Brand
Customer Reviews
• 92% of B2B buyers are more likely to purchase after
reading a trusted review.
• Displaying reviews can increase conversion rates by 270%.
• Businesses that claim their free listings on at least four
review sites earn 36% more revenue than average.

6. 6Humanize Your Brand
Customer Advocacy
• 92% of people trust word-of-mouth recommendations,
making it one of the most trust-rich forms of advertising.
• 76% of individuals surveyed say that they’re more likely to
trust content shared by “normal” people than content
shared by brands.

7. 7Humanize Your Brand
Customer Referrals
• Consumers referred by a friend are 4X more likely to buy.
• Referrals have a 37% higher retention rate.
• B2B companies with referrals have a 70% higher
conversion rate.
• Referred customers' lifetime value (LTV) is 16% higher.

8. 8Humanize Your Brand
Adding Reviews, Referrals and Advocacy to Your
Customer Journey
• Where to Implement Them
• How to Use Them Strategically
• How to Use Them at Scale

9. 9Humanize Your Brand
Reviews
• Where to Implement Them
• How to Use Them Strategically
• How to Use Them at Scale

10. 10Humanize Your Brand
Reviews
• Choose Your Review Sites
• Dedicate time to outbound review acquisition
• Curate a list of customers who love you
• Incentivize reviews
• Targeted outbound

11. 11Humanize Your Brand

12. 12Humanize Your Brand
Advocacy
• Where to Implement Them
• How to Use Them Strategically
• How to Use Them at Scale

13. 13Humanize Your Brand
Advocacy
• Get your customers talking about you in the wild
• Find ways to get them talking
• Promote them on social

14. 14Humanize Your Brand

15. 15Humanize Your Brand
Referrals
• Where to Implement Them
• How to Use Them Strategically
• How to Use Them at Scale

16. 16Humanize Your Brand
Referrals
• Create a strong referral program with real incentives
• Promote it aggressively to your customers
• Engage at the right time in your funnel
• Know who to target (people who have given reviews, etc)

17. 17Humanize Your Brand

18. 18Humanize Your Brand
Q&A
Julie Lawson
With: Moderated by:
Marketing Manager, Nextiva
Linkedin page: /in/boudinet
Twitter ID: @BoudinetJ
Website: nextiva.com
Jeremy Boudinet
Webinar Coordinator, Aggregage
Linkedin page: /in/Julie-Lawson/
Email: julie.lawson@aggregage.com
https://www.customerexperienceupdate.com/frs/13821146/using-customer-reviews--advocacy--and-
referrals-in-your-journey-map