A customer sending praise does not tell you where they expect it to appear. Before turning a private message or recording into marketing material, agree on the intended use and keep a record of that agreement.
Define the permission you need
Separate the assets: the words, the person's name and role, their image or voice, and any company logo. A customer may agree to a quote on your website while declining a paid advertisement or a public video.
Write down the channels, the approved version, the attribution, and the contact for future questions. If you plan to crop a clip or shorten a quote, show the customer the final excerpt and surrounding context.
A permission request to adapt
“May we publish the quote below on our website and organic social channels, attributed to your name and role as shown? We may shorten it for length without changing its meaning. Please tell us if you prefer different attribution or do not want it used.”
That example is a conversation starter, not a universal release form. Broader uses, paid advertising, sensitive information, and questions about ownership may need a tailored agreement and appropriate advice.
Avoid misleading editing
FTC guidance says endorsements must be truthful and unexpected material connections need clear disclosure. Approval of a quote does not make an unsupported business-result claim reliable.
Keep the approved asset, permission record, intended uses, and publication locations together. Review those locations when a customer changes roles or requests a change. Ask separately about company marks; a person's permission may not settle the rights to their employer's logo.
Use Socialjuice collection forms to gather the story and agree on permission before you publish it in widgets or turn it into a social image.