Andy Cockburn on Growing Through Customer Referrals

The customers who love you most are where your future growth lives. But how do you tap into it?

Andy Cockburn worked with Bain and Fred Reichheld in the early days of NPS. Now CEO of Mention Me, he joined me to explain how referrals can translate customer love into earned growth.

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Originally aired January 25, 2024 as Episode 68 of The Trusted Guide Podcast (then The Delighted Customers Podcast).

What we cover

• The importance of earned growth and referral programs

• Earned growth as a vital metric for success

• Optimizing customer journeys for advocacy

• What referral networks reveal about customer behavior

• The concept of extended customer revenue

Love becomes growth

Referrals are one of the clearest signs customers trust you. Andy shows how to make that measurable and how to design for it.

About the guest

Andy Cockburn is CEO of Mention Me. He previously worked with Bain & Company and Fred Reichheld during the early phase of Net Promoter.

If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.