Case Study: Wiley boosts retention and conversions with Influitive

Best use of advocacy to support customer success

Wiley's Customer Success team sought to significantly scale its customer advocacy community, WileyPLUS Studio, in 2018. Their challenge was to leverage this community to improve customer retention, increase platform adoption, and boost conversions for their revamped WileyPLUS product. To achieve this, they partnered with the vendor Influitive and utilized its AdvocateHub platform.

Influitive's solution involved creating a centralized hub to connect users with product teams, mobilize student partners, and engage customers through events, onboarding challenges, and feedback surveys. This strategy resulted in a substantial measurable impact, including a 14% reduction in churn, a 98% retention rate for accounts with student partners, and over $6 million in new business closed from events. The vendor's platform was instrumental in making the community essential to every customer touchpoint.

Wiley

Christine Moore

Customer Success Advocacy Manager