Advocacy

The value of word-of-mouth is indisputable; people systematically rate word-of-mouth advice above all other forms of recommendation when deciding what to buy.

‘Best of breed...world class...would thoroughly recommend’...These are terms you would love used when applied to your customers’ experiences and yet the methods of achieving them are rarely understood with sufficient depth;

Creating advocacy is a business strategy that goes beyond slogan or sound-bite.  It starts in the boardroom; transmits through marketing and above all is exercised through the contact centres.

Consumers today judge their experiences against their best expectations, so organisations must understand        

 •  What expectations are being set by other brands?
 •  What are the key influences on these expectations?
 •  Which can the organisation afford to address?

Advocacy is all about creating a great experience from the point of initial engagement with a brand, through awareness and consideration to the buying process and, vitally beyond, through the ownership cycle to re-purchase. And we would suggest it all starts with the power of listening…

Click here to download our paper on Advocacy