Customer Advocacy is a specific business approach aimed at the best for customers, which builds their confidence to the point of generating positive word of mouth. This, in turn, helps attract new customers. Organizations that adopt a Customer Advocacy vision apply it in all aspects of their business, from the smallest customer interaction to the most strategic decisions. Customer Advocacy vs. Customer Experience and Voice of the Customer: What's the Difference? Don't confuse customer advocacy with customer experience or voice of the customer . The first defines the overall customer experience with a company through its services, products and policies. The second indicates information related to the experiences and needs of customers that can come directly from them.
These three concepts are distinct. However, a sales approach based on customer advocacy directly affects both the customer experience and the voice of the customer. Why customer advocacy matters: 3 strategic benefits for your brand Three fundamental factors can lead an organization to consider Customer Advocacy as the backbone of its strategy : 1 – It improves the ability to attract new customers. Customer expectations are changing much faster than in the past. Under the best of circumstances, a company's services and products can create a positive gap between customer needs and the company's offering. In this very favorable circumstance, a brand can leverage customer advocacy to implement solutions and innovations that fuel positive spread as well as appealing resonance to new and potential customers.