Madvocates Really Care - CRMAdvocate: 10/24/2012

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My Take: Madvocates Really Care
Gary Lemke, Chief Customer Advocate (October 24, 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? Or once they present themselves, are the so hardened and reinforced that it's just not worth the effort to address their concerns?

Another CRMAdvocate reader points out that, "Someone who takes the time and effort to 'lazer you or your business' online tells you that they did and many times still do care. Those who never cared just disappear and you don't hear from them again."

Most would agree they care but many would believe that the caring feeling is more self-directed. Yes, they care about what they want, not the provider. But if they only cared about themselves, wouldn't they focus their energies on finding what they want somewhere else rather than expending the effort to shout out about you and your product through social media?

As difficult as the Madvocate may be, the root of their name remains "advocate." Even if you can't win them back in the fold, you might learn what it takes to stem the rising tide of Madvocates.

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

10.23.12 Madvocates Reinforced 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 more "takes"

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