Madvocates Reinforced - CRMAdvocate: 10/23/2012

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My Take: Madvocates Reinforced
Gary Lemke, Chief Customer Advocate (October 23, 2012)

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What to do about those pesky Madvocates? Do you jump into the muddy trench with them? Are today's Madvocates, once successfully mollified, tomorrow's Advocates leading the loyalty charge?

One CRMAdvocate reader replied, "We used to think that the unhappy customer could be turned in to the satisfied or advocate. Once the organization heard about them, something could be done. However, once someone has become the Madvocate they typically have tried other channels and social media is their avenue to warn all others. We used to say that an unhappy customer experience was heard by 27 people, now it is heard by 2700."

So there is no doubt about Madvocate clout. However, there is a question whether or not a Madvocate can be turned into an Advocate. They aren't just disenchanted. They are disenchanted past the point of repair.

Do you believe that? Consider this thought. When trying to address the Madvocate, do we reinforce behavior detrimental to the brand?

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

10.18.12 That Muddy Trench 10.15.12 The Truth About SoLoMo 10.10.12 Filtered Feedback or Raw Input 10.09.12 Talking to Yourself 10.08.12 Simmering Pots 10.04.12 Fact Checking Yourself 10.02.12 Speed Dividends 10.01.12 Speed Shows Caring more "takes"

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