Customer advocacy programs: Strategy is the secret ingredient
Customer advocacy is an uncomfortable topic for many companies. That's because customers are both your greatest asset and your greatest risk. If someone loves your product, they’ll tell a friend. If they hate it, they’ll tell everyone.
In a world where social media, online communities, and peer-driven platforms give every customer a voice, the impact of a single customer experience can be felt instantly and widely. And yet, despite all the potential, many businesses still struggle to build a customer advocacy strategy that works. Why? Because they often treat advocacy as a campaign, not a long-term outcome.
In this article, we’ll explore how companies can create the conditions for advocacy by investing in the fundamentals: clear positioning, thoughtful segmentation, seamless customer experience, smart monetization, and more.
