Design the handoff from onboarding to customer advocacy
Recognize earned advocacy opportunities without forcing a premature request.
Understand the decision
Agree on the customer's intended outcome and observable milestones. Record risks, commitments, and stakeholder changes. A generic elapsed-time trigger or unresolved service issue should not initiate an advocacy request.
Put the practice to work
Look for voluntary praise, completed milestones, sustained use, or customer-led expansion, then confirm satisfaction directly. Offer choices such as private feedback, a reference, event, review, or documented story, with a genuine option to decline.
Review and improve
Document approval for names, quotations, metrics, logos, and channels. Let the customer review final material and honor expiry or withdrawal conditions. Keep them informed about how their story is used.