Customer Advocacy

Introduction

• Build a culture of customer advocacy

1. Principles of Customer Advocacy

• What is customer advocacy?
• Why is customer advocacy important?
• Traits of successful customer advocacy initiatives
• Empowering employees to be customer advocates
• Harnessing service and operations
• Identifying cross-functional benefits

2. Customer Advocacy: Moving from Insight to Action

• A structured approach to customer advocacy
• Knowing your customers
• Creating the means to act
• Prioritizing and taking action
• Assessing results

3. Nurturing Customers to Become Brand Advocates

• The power of brand advocates
• Passive promoters
• Active promoters
• Keeping the momentum

Conclusion

• Developing a culture of customer advocacy
• Continuing to cultivate customer advocacy