Customer Advocacy

What is Customer Advocacy?

It's not just customer satisfaction, but rather a shift in mindset where companies proactively promote and act in the best interests of their customers.

It goes beyond reactive service to building advocates who champion your brand, products, and services.

It fosters deeper loyalty and drives organic growth through authentic word-of-mouth recommendations.

How to Measure Customer Advocacy?

Traditional metrics like CSAT are valuable, but for advocacy, we need to go further.

Consider these metrics to gauge advocacy strength:

Net Promoter Score (NPS)

Measures the likelihood of customers recommending your brand (promoters vs. detractors).

Customer Effort Score (CES)

Evaluate ease of interaction and advocacy potential (lower effort = higher advocacy).

Social Media Engagement

Tracks positive brand mentions, shares, and reviews by advocates.

Referral Program Participation

Measures active participation in spreading the word and driving new customers.

Insights on Customer Advocacy

Measuring advocacy helps you:

• Identify your most passionate customers.
• Understand their motivations and preferred engagement channels.
• Tailor programs and incentives to nurture their advocacy.
• Track the impact of advocacy efforts on growth and brand perception.

Additional Considerations for Customer Advocacy

Qualitative feedback

Conduct in-depth interviews and surveys to understand advocates' experiences and suggestions.

Community building

Create forums, events, and exclusive spaces for advocates to connect and share their experiences.

Empowerment

Provide advocates with resources and training to effectively promote your brand.