On March 2, GoDaddy Vice President of Customer Experience Laura Messerschmitt will be participating in a Twitter #AdvoChat discussion. The AdvoChat begins at 11am Pacific time (2pm on the east coast). The topic of discussion is “How to Identify and Grow an Army of Advocates.”
— Sue Duris (@SueDuris) February 10, 2017
According to the #AdvoChat website, “#AdvoChat is a Twitter chat to connect, learn and share tips about brand advocacy and customer experience.” People can post questions and comments using the #AdvoChat hashtag, and Laura will lead a discussion and answer questions. The target audience for this #AdvoChat is marketers who are looking to set up advocacy programs at their companies. With GoDaddy playing such a big role in the domain name business (and IS the domain name business to many people), I think it will be educational to see what Laura has to say about the company and what it does to create this brand loyalty.
When I asked Laura for a bit of background information, here’s what she told me about the importance of customer advocates to GoDaddy:
“Advocates are a key customer group that should be critical to any brand because they represent the happiest customers who are often likely to recommend that brand to their friends and family. In the age of social media, this is even more important because those advocates are the ones who are going to speak up for your brand online.
The best way that I’ve found to identify these advocates is to figure out what the key “moments of delight” are for your customer base. These are moments where your customers experience something so positive about their experience with you that they become advocates. At GoDaddy, those key moments of delight are when customers call our customer care center (as you probably know, we’ve received lots of awards for our support and consider it a key differentiating factor) and also when they press publish on a new website built with our GoCentral Website Builder. Both of those experiences are moments when GoDaddy customers truly become advocates for the brand.”
I would say that I am probably an advocate for GoDaddy. I have always received great customer service, I have found the products and services I use to be as good or better than I expected, and I find their pricing to be competitive. I was looking through my company’s credit card report from last year, and GoDaddy was in the top 5 companies by spend.
To learn more about #AdvoChat, you can visit the website, which is found at Advo.Chat. Since this is a Twitter-based discussion, there is no need to register or sign up beforehand.