#68: Leveraging Customer Referrals to Drive Exponential Growth with Andy Cockburn
How could you leverage AI to earn growth from customer referrals? Andy Cockburn, CEO of Mention Me, took his knowledge and experience of working with Bain and with Fred Reichheld during the infancy phase of NPS's launch to create an AI tool that does just that. The Earned Growth Model, advocated by Reichheld in Winning on Purpose, posits a very specific point of differentiation from other growth models. It states that the customers who love you the most are where you can mine the most future growth. But how? Andy unveils how he pioneered a model to translate into customer love into earned growth. In this episode: Importance of Earned Growth and Referral Programs Leveraging earned growth as a vital metric for success Optimizing Customer Journeys for Advocacy Insights gained from referral networks about customer behavior The Concept of Extended Customer Revenue Using AI to assess customer propensity to refer and predict revenue Relying on advocacy for organic growth and stronger business relationships ...and so much more This episode is packed with gems! Meet Andy! Andy Cockburn is CEO and Co-Founder of Mention Me, the Customer Advocacy platform empowering brands to turn fans into a powerful growth driver. Since co-founding the business in 2013, he’s scaled Mention Me to employ more than 120 advocacy experts who have delivered over USD $2.2bn in revenue for more than 500 clients, including Puma, Charlotte Tilbury, Michael Kors and other major brands worldwide. Prior to Mention Me, Andy was the UK Managing Director of VRBO, the world's largest market-place for vacation rentals (that floated on the NASDAQ for $3bn), and formerly the founder and CEO of Wigadoo, a technology start-up in the social payment space. He has an MBA from INSEAD and MA from Cambridge University. LinkedIn: https://www.linkedin.com/in/andycockburn/ Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter