3. About Zuberance
• Brand Advocate Platform Company
• Award-winning Advocate Marketing Platform
• Turns social media into sales by energizing Advocates
Members
4. Driving Advocacy & Sales
Recommendations
Advocates Prospects
Zuberance
Advocate
Platform
es
“R
nu
ew
Social, web, mobile
ve
Re
ard
s
”
Brands
5. Today’s Focus
When bad things
happen to good
companies…
13. Engage & Energize Your Advocates!
Highly-satisfied customers who pro-
actively recommend your brand or
product without being paid to do so
14. 3 Things to Know About Advocates
1. You have lots of Advocates
2. Advocates are highly influential, trusted
3. Advocates will gladly advocate you (make it
easy for them)
18. Negative Reviews
“Even a single negative review…
can have a significant impact on a
prospective buyer’s decision to
purchase.”
Linda Shea, SVP & Global Managing Director, Opinion Research
26. 3 More Ways to Energize Advocates
1. Advocate Testimonials
2. Advocate Answers
3. Advocate Offers
Turn Advocates into a
Powerful Marketing Force
27. 3 Key Lessons
1. Make it easy for Advocates
2. Don’t pay or coach Advocates
3. Engage Advocates continuously
28. When to Respond to Negative WOM
1. How credible is the source?
2. How influential is the forum?
3. How common is the complaint likely to be?
4. How serious is the complaint?
5. How likely is my response going to make things
worse?
Source: Ad Age, Jack Neff
29. Don’t Become Social Media Roadkill
1. Do the right thing (even when it costs you
money)
2. Acknowledge errors & fix them
3. Be prepared
4. Engage & energize Advocates early
5. Communicate early; don’t wait
30. Talk to a Brand Advocate Expert Now
Matt Elders
415.264.1821
matt@zuberance.com