2
Mitchell Osborne Address reporting concerns Invest in relationship: demonstrate proactive, partnership Corey Gomez Address reporting concerns Invest in relationship: demonstrate proactive, partnership Katie Cohen Believes not delivering on performance Fix performance issues and strengthen personal relationship to reinstall confidence Darrell Poole Demonstrate campaign success; enhance reporting Wants to be loyal. Continue to educate and develop his confidence Kathy Schwartz Arm with more tech info; expert to clients Develop technical expertise and help develop as a thought leader Geraldine Miles No immediate next steps required Due to the nature of the agency, this relationship has no potential for advocacy Luther Joseph No immediate next steps required He’s young, so continue to educate to help him grow in his career Mona Clark Arm with more case studies; expert to clients Wants to be loyal. Supply with proof points and develop as a thought leader Roberto Maguire No immediate next steps required Focus on thought leadership as part of a personal advocacy plan Traci Moody No immediate next steps required Develop as a community thought leader – but not a public advocate Henrietta Nichols No immediate next steps required Continue to develop her reward system and keep her actively involved Loyalty Spectrum Potential for Advocacy Immediate Steps Health Check Long-Term Plan DEPENDENT DEPENDENT USER DEPENDENT DEPENDENT internal direct liaison public DEPENDENT ADVOCATE DEPENDENT LOYAL LOYAL USER Customer 617-758-8998 www.explorics.com @explorics LEGEND Happy customer Happy but has questions Unhappy customer Needs immediate attention ADVOCATE LOYAL DEPENDENT USER Uses the product Product is critical part of job Loves the product Willing to influence others provide feedback and anonymous usage 1-on-1 references, analyst calls education, introductions, community testimonials, case studies, press releases Internal: Direct: Liaison: Public: ADVOCATE ASSESSMENT
