What is Customer Advocacy?
Our customer advocacy insight consultancy provides bespoke research into the sentiment of your customers. Customer advocacy research can be a beneficial first step into insight, as it can highlight areas within your organisation that require further attention.
As such, our customer advocacy programmes can be run as stand-alone studies, the findings of which can be reviewed to define your broader insight needs.
What does Customer Advocacy look like?
Customer advocacy insight can be used to identify who your highest value customers are, their common characteristics, and what their key needs are. This enables you to build and nurture relationships with loyal customers, who then become an organisation’s most valuable marketing assets.
These customers want to share their experiences of your company’s products and services with others and help others to get the most out of relationships with your organisation. Customer advocates are not only more likely to remain loyal to your organisation, but also to spend more on products and services, as well as recommending you to others.
A core aspect of our customer advocacy insight is the Net Promoter Score* (NPS), a universally recognised research method aimed at revealing the proportion of your customers who feel positive enough about your company to actively promote you to others.
The objective is to reveal the proportion of customers who feel positive enough about a company to actively promote it, as well as why they feel that way.
Customer Advocacy Insight Process
The Benefits of Customer Advocacy Insight
Cultivating high-value customers Multiplying customer numbers and value
By identifying what you are already doing that delights your existing customers and what they need you to improve on, you can both multiply your number of customers, the value of each and cultivate high-end customers. This practice can have an exponential positive impact on the company’s customer base and individual customer value worth many times more than other customer service efforts.
Fostering a customer-centric culture
Advocacy insight is about putting the customers first. This can show fundamental changes and disruptions to company systems and culture that would significantly improve customer relationships and perceptions. Although customer advocacy projects garner consistent, measurable results in terms of sales and revenue, the outcome for the company goes beyond this. A broad focus on the very best outcomes for the customer, as opposed to satisfactory outcomes, affects the company holistically.
Encouraging deep customer relationships
By cultivating both customers and staff, listening to them and taking positive action as a result will inevitably lead to a solid, trusting connection between customers and the company. This improves customer loyalty, value and referrals drastically.
Cultivating high-value customers Multiplying customer numbers and value
By identifying what you are already doing that delights your existing customers and what they need you to improve on, you can both multiply your number of customers, the value of each and cultivate high-end customers. This practice can have an exponential positive impact on the company’s customer base and individual customer value worth many times more than other customer service efforts.
Fostering a customer-centric culture
Advocacy insight is about putting the customers first. This can show fundamental changes and disruptions to company systems and culture that would significantly improve customer relationships and perceptions. Although customer advocacy projects garner consistent, measurable results in terms of sales and revenue, the outcome for the company goes beyond this. A broad focus on the very best outcomes for the customer, as opposed to satisfactory outcomes, affects the company holistically.
Encouraging deep customer relationships
By cultivating both customers and staff, listening to them and taking positive action as a result will inevitably lead to a solid, trusting connection between customers and the company. This improves customer loyalty, value and referrals drastically.