Episode 014 - Guest Speaker Blake Ethridge: A Vested Interest to Create a Great Customer Experience
Summary
This is the last 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 discussed how Blake used the success of the community to find more employees and users. This allowed him to find new super users to the program. We learnt how face-to-face meetings with your community members creates a pull effect to your site. Lastly, Michael does a great job summarizing the hour. He created Blake's 4-Phase approach to creating a B2B super user program. PS. This was our first "virtual" podcast and I had to do a lot of clean up. Therefore, please forgive some of the audio. :)Please listen to Episode 013 to hear the continuation of this
- How Blake Etheridge worked TI's internal organization to create a large referral engine to find top users and new users for community.
- Creating events for employees started driving internal energy and interest. Success is like a virus.
- Why planning strategic face-to-face meetings with your key members are important?
- Vested Interest to know what each community member needed to create a great experience"
- The Blake Ethridge framework of building a B2B community super user program:
- Phase 1: Reach out to your sales team and learn how to community members can help
- Phase 2: Identify individual users outpacing internal support response
- Phase 3: Get to know your internal and super user advocates. Find out what motivates them and offer a win-win solution on community. "How can I help you, here is how you can help me"
- Phase 4: Create an internal referral program to find super users in the employee and customer base.
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.