Episode 013 - Guest Speaker Blake Ethridge: Building a Super User Program and Creating a 360 Customer View with Community
Summary
This is the second of three, count them, three podcasts with our guest speaker Blake Ethridge. Like Netflix, we will release them all at once! Our original question posed to Blake was to understand how he executed on a super user program at Texas Instruments. However, like many of our conversations, we let the spirit run the show. The good news, we had a great hour discussion about many subjects. In this episode, we go deeper into the nuts and bolts of creating TI's supper user program. How the super user program won over business units and created a 360 customer experience. PS. This was our first "virtual" podcast and I had to do a lot of clean up. Therefore, please forgive some of the audio. :)- Blake Etheridge starts this part of the discussion how community creates a 360 customer view.
- If you work the community correctly, super users will start to curate and help support customers for the enterprise.
- Learn how Blake customized community reward benefits to understand what made super users motivated.
- Why did Blake flip the customer script at TI's affinity conference for invited super users. Clue: What do you want to see and experience?
- What happens as your adjust your rewards and realize you may have over-rewarded?
- How Blake won the trust of sales and marketing teams to help him find super users in his program?
Creators and Guests
Host
Chris Detzel
Chris is a versatile Digital Community Strategist with several years of experience. He has owned community vision, strategy, and execution. He is responsible for leading the development and execution of community engagement programs, creating compelling content for customer communities and acts as the voice of the customer. He believes that data should drive decisions as it is the key element of any long-term successful strategy.