Customer advocates drive your success.
The Importance of Customer Advocacy: Storytelling
People have always shared stories. From cave paintings to letters to the editor to blogs and other user-generated content, stories have the power to travel across generations and cultures, which is why customers’ stories are so important to a business’s success.
Customers use others’ recommendations to shape their buying decisions. And without listening to those stories, companies risk harming their brand.
Companies with high advocacy have an unpaid sales force: customers sharing their positive experiences. The companies with lower advocacy scores and more opponents essentially have saboteurs: people spreading negative stories discouraging others from buying. Advocacy is one of the best indicators to measure the success and growth of a company.
How CEM can help you build Customer Advocates
Advocates are created when companies consistently deliver the experiences that customers expect. You can do this by proactively incorporating the voice of your customer into your business strategies and operations, helping develop trust and loyalty in your customer base. Once you earn their loyalty and trust, they turn into customer advocates who spend more, are repeat customers, and share positive stories on your behalf for years to come.
More than measuring
There are several ways to measure customer advocacy, including NPS™, CFiq™, or our advocacy index, and our experts will work with you to select the right one for your business. Regardless of the scale, you want to be sure that you understand why customers give you the scores they do, and what actions your employees need to take to consistently deliver the experiences your customers expect.
Learn more: Why Advocacy Isn't Enough white paper
NPS is a trademark of Bain & Company. CFiq is a trademark of IBM Corporation.
