Advocates are at the heart of providing #AwesomeCX. Needle is proud to recognize the extraordinary efforts and results produced by dedicated advocates for the brands they love.

1. The First Annual
Advocate
Awards

2. ?Why the Advocate Awards?
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3. Because brand advocates
are at the core of providing
awesome customer
experiences.
And we love #AwesomeCX
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4. Advocates:
Know and use your products
and influence others.
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5. Advocates:
Are authentic and credible.
This builds trust.
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6. Advocates:
Are from every age group,
education level, and
income level.
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7. Advocates:
Are everywhere.
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8. And now…
Here are the categories.
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9. ‘15
Best Interaction
Best Love Story
Best Adaptation

10. Best Interaction
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And the winner is…

11. 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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12. 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

13. 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

14. 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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15. ‘15
Best Love Story
And the winner is…

16. ‘15
Stephanie & Tyler
Advocate & Customer: Skullcandy

17. Disclaimer:
The following story is not a
typical result for advocates
or customers. But it sure
is adorable.
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18. Why was their match possible?
Because it mimics many
other classic love stories …
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19. 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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20. 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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21. 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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22. The evolution of love
On Facebook and Skype
topics got more personal
and allowed them to
explore a real relationship.
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23. 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.
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24. 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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25. ‘15
① Tyler clicked to chat
② Stephanie was the
Skullcandy advocate he
was looking for
③ They continued the
conversation on
Facebook
④ Now they’re getting
married
Stephanie & Tyler
Advocate & Customer: Skullcandy

26. ‘15
Best Adaptation
And the winner is…

27. Amanda S.
Advocate: Overstock.com
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Here’s how she did it…

28. Meet Lord Voldemort
aka Voldy
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29. ‘15
…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…

33. ‘15
…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

35. ‘15
When a brand enables its
advocates, everyone wins.
Cue music…

36. ‘15
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

39. We can do this for you too.
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40. ‘15
Download
the advocate
study here.
Learn who advocates are
and why they are your
brand’s biggest untapped
resource.