Striving to have loyal customers isn’t enough anymore, we need to move towards creating advocates

90
of consumers trust recommendations from friends, family and even strangers
54
increase in marketing effectiveness when word of mouth is used

Listening offers data. Hearing offer empathy and intelligence. Activity, action and engagement steer perspective and encourage a sense of community and advocacy.

Brian Solis

So what is the future of customer advocacy?

The Future of Customer Advocacy

Customer advocacy isn’t simply getting your customers to spread positive word of mouth, it’s certainly a part of it but it’s so much more.

It’s an opportunity to work alongside your customers, to collaborate with them on projects, to ask them for their ideas that can drive forward innovation, to empower them to help you craft your marketing and to trust them to deliver customer support on your behalf.

Customer advocacy is a catalyst for growth.

Where do you find your customer advocates?

The good news is customer advocates exist everywhere, you just need to know where to look and how to mobilise them. They exist within your voice of the customer programmes, they exist on social media and they exist within your CRM system.

The key to unlocking these advocates is to make them feel special… get to know them well, make them part of an exclusive club and thank them for what they’ve already done.

Once you’ve done this it’s time to think creatively about how you use them to generate ideas, amplify positive word of mouth and create authentic campaigns that resonate with your audience.

Social Media Advocacy

How We Can Help

Our solutions are designed to help you work with your customers when creating new and innovative products and services. We help you crowdsource ideas, capture opinions, test assumptions and understand what customers value most. Our team of experts will also be at hand to offer their knowledge, ensuring you engage with your customers in the most effective way.

Yiannis Maos

Author Yiannis Maos

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