Seeking Guidance on Using Customer Webinar Quotes for Marketing

Cara Peterson · 2025-07-28 19:10:39.869572+00

Hey CMA crew, in need of a quick gut check: We had a customer speak on a recent webinar, and while I was out, our broader marketing team pulled a few quotes from it and added them to our website. The session was recorded, but the customer didn’t explicitly approve the quotes for use. I’m getting some pushback that since it was a public recording, we can use what he said in the transcript. Wanted to gut check if this is the right move or if I’m being overly cautious asking them to be removed asap

Seeking Guidance on Using Customer Webinar Quotes for Marketing | CMAweekly Customer Marketing and Advocacy Slack

9 comments

· Sorted by Oldest

Natalie G.
·
·
No, your instinct is right you always double check with the customer that their quote is being used and how it is being used. It would be irresponsible to use any quote even if it was during a public event in another way because he didn’t approve how you would use it or the context in which the quote was used.
1
3
Christine Newman
·
·
Unless they signed a general release that any statements made during the webinar could be used for marketing purposes, I’m with you. And regardless of technicalities, I also just think it’s best for the customer relationship. It’s likely the customer would be fine if you just ran it by them.
👆🏻1
👆🏽1
Kathleen Shepherd
·
·
This is always painful when teams work like its the wild west. We always need to continuously educate all marketing professionals regarding the guidelines on how we can use the content based on the agreement with the customer. Other marketing teams innocently may not be aware of the arrangements and they are not aware that it can damage the relationships we form with customers.
Cara Peterson
·
·
Yeah! I have an internal guide on approvals and whenever I’m ooo create a doc with processes, but people went a little rogue.
❤️1
Kathleen Shepherd
·
·
Cara, They often go rogue, which makes me cringe.
Kathleen Shepherd
·
·
It's funny how customers may not agree to do anything in print such as a case study or slides but will participate in a webinar that will be on-demand. It is still a record but can shut things down if someone does go rouge and add their quotes to the website or social media. Great to have written guidelines communicated internally to all. Keep fighting the good fight to protect customers.
💯1
Cara Peterson
·
·
It's actually my last week at my company, and I'm kinda nervous about what is going to happen when there is no one to say no
Kathleen Shepherd
·
·
Wild west or total confusion since you were a critical part in securing customers for activities.. Hopefully They fill the role quickly. If they are looking for a replacement, I am available. 😀 Are you moving to another advocacy role?
Cara Peterson
·
·
They are not replacing me 💀, but if they change their mind, I'd be happy to help you get a referral from someone on my team!

Natalie G.
·
·
No, your instinct is right you always double check with the customer that their quote is being used and how it is being used. It would be irresponsible to use any quote even if it was during a public event in another way because he didn’t approve how you would use it or the context in which the quote was used.
1
3
Christine Newman
·
·
Unless they signed a general release that any statements made during the webinar could be used for marketing purposes, I’m with you. And regardless of technicalities, I also just think it’s best for the customer relationship. It’s likely the customer would be fine if you just ran it by them.
👆🏻1
👆🏽1
Kathleen Shepherd
·
·
This is always painful when teams work like its the wild west. We always need to continuously educate all marketing professionals regarding the guidelines on how we can use the content based on the agreement with the customer. Other marketing teams innocently may not be aware of the arrangements and they are not aware that it can damage the relationships we form with customers.
Cara Peterson
·
·
Yeah! I have an internal guide on approvals and whenever I’m ooo create a doc with processes, but people went a little rogue.
❤️1
Kathleen Shepherd
·
·
Cara, They often go rogue, which makes me cringe.
Kathleen Shepherd
·
·
It's funny how customers may not agree to do anything in print such as a case study or slides but will participate in a webinar that will be on-demand. It is still a record but can shut things down if someone does go rouge and add their quotes to the website or social media. Great to have written guidelines communicated internally to all. Keep fighting the good fight to protect customers.
💯1
Cara Peterson
·
·
It's actually my last week at my company, and I'm kinda nervous about what is going to happen when there is no one to say no
Kathleen Shepherd
·
·
Wild west or total confusion since you were a critical part in securing customers for activities.. Hopefully They fill the role quickly. If they are looking for a replacement, I am available. 😀 Are you moving to another advocacy role?
Cara Peterson
·
·
They are not replacing me 💀, but if they change their mind, I'd be happy to help you get a referral from someone on my team!