When customer advocacy becomes part of an organization's way of doing business, it creates a virtuous cycle. Customers are more willing to share feedback, functional areas get better at using and benefiting from customer insight, and those delivering service see themselves as part of an important strategic initiative. All of these benefits add up to a strong competitive advantage.
- Every organization wants to reap the benefits…of customer advocacy.…Far fewer put the effort and resources behind…truly focusing on what's best for customers.…Let's identify the number one key…to sustaining customer advocacy.…I observed a new restaurant with great food…and impeccable service quickly build a following.…Referrals spread rapidly, reviews were positive.…Before long, the waits to get in became longer.…Customers didn't seem to mind,…that was just confirmation the restaurant…was a great choice.…
But over time, something happened.…The food became less predictable,…the service less consistent,…they became complacent, and the customer advocacy…that was working for them began to unravel…and work against them.…In less than two years they were out of business.…Customer advocacy has to be earned and it's ongoing.…The number one sustaining key is culture.…A culture of focusing on doing what's best for customers.…
A large cable company's taken the symbolic step…of putting an empty chair in any planning meeting…
- Identify the benefits of customer advocacy.
- Identify traits of successful customer advocacy.
- Discover ways to understand your customer.
- Evaluate results from a customer advocacy program.
- Determine how to turn customers into brand advocates.
- Assess how to develop a culture of customer advocacy.