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Run: Customer Story Production SOP

A customer story production SOP for moving from intake and candidate selection through interview, drafting, approvals, and distribution. Use it to keep stori...

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Steps

The content owner reviews the intake request, campaign objective, target audience, and candidate fit criteria. The content owner confirms that the candidate aligns with the story goal, has measurable results, and can support a credible narrative.
The customer advocacy manager verifies that the customer has provided written consent to participate and that any required internal stakeholders are identified. If consent is missing or the customer is unavailable, the manager escalates the issue to the content owner and selects an alternate candidate.
The content writer schedules the interview, shares the agenda, and prepares the interview guide. The content writer confirms the interview format, expected duration, participant list, and any required recording permissions before the meeting.
The interviewer asks the prepared questions, captures direct quotes, and records measurable outcomes, implementation details, and customer-approved examples. The interviewer confirms any ambiguous statements during the call and notes follow-up items that require clarification.
The content writer converts the interview notes into a structured draft with an approved headline, problem statement, solution summary, outcomes, and customer quote sections. The content writer uses only verified facts and flags any unsupported claims for follow-up.
The brand manager reviews the draft for factual accuracy, tone, approved terminology, customer naming conventions, and required disclaimers. The reviewer records any deviations, requests corrections, and escalates unresolved non-conformance to the content owner.
The marketing operations specialist routes the final draft to the required approvers, such as the customer contact, legal reviewer, and brand owner. If any approver requests changes, the specialist logs the deviation, updates the draft, and resubmits it for approval.
The content owner publishes the approved story to the designated channels, updates the asset library, and shares the final link with sales, demand generation, customer success, and other approved stakeholders. The owner records the publication date, distribution channels, and any usage restrictions.

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