Loyalists in Waiting - CRMAdvocate: 10/25/2012

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My Take: Loyalists in Waiting
Gary Lemke, Chief Customer Advocate (October 25, 2012)

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They thought enough of you and your products to tweet or post their dissatisfaction. Now it's all hands on deck in damage control mode. Those pesky Madvocates want to drag you into the muddy trench where it seems so difficult to changed their reinforced minds about you.

It takes a real leap of faith to believe they really care. All the while you think, "There are so many more satisfied customers. Why aren't the loyalists this vocal?"

We can put Madvocates into two general buckets. There are those who want to gripe but will never be satisfied. Let's call these folks the Punishers. The other group gripe. But the gripe is nothing more than a plea for genuine help. "I'm not happy. I'm not trying to take advantage of you. I simply want to get the help I really believe I deserve." Let's call these folks the Loyalists in Waiting.

Not all Madvocates are the same. Nor should they be treated the same. The Madvocate who fits in the Loyalist in Waiting category has already proven they will write about you. That's more than can be said about the silent loyalist. Now who's more valuable? The happy or the unhappy?

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

10.24.12 Madvocates Really Care 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 more "takes"

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