Customer Advocacy: Why Now?
Using Advocacy, and Getting More Value from Satisfaction, Loyalty and Recommendation
Market Probe, benefited by its 25 years of experience in designing and implementing customer feedback systems in both B to B and B to C environments, analyzed these trends and their impact on customer behavior. While we continue to support satisfaction, loyalty, value and recommendation for many client studies with unique requirements, we recognize the power and role of advocacy to develop customer insights with strong linkage to business outcomes.
The illustrations below show guidelines for action planning and relationships between advocacy levels and business growth:
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Click to find out more. Market Probe has pioneered an effort to operationalize customer advocacy
as a distinct metric to advance the field of customer satisfaction
research. This multi-item index, defining Advocacy at a respondent
level, provides businesses with the means to measure it, track its
performance and help direct specific action plans to enhance customer
experiences. This new advocacy framework is available under Market
Probe’s SHARE+ program, focusing on your business growth.
Market Probe’s SHARE+ advocacy research provides a number of value-added benefits:It is the best predictor of customer behavior and offers an easy way
to conduct cost/benefit analysis and Return on Advocacy (ROA)
It has the ability to blend attitudes with positive and negative
brand support and emotional brand connection, creating customer groups
whose behavior has direct linkage to business outcomes
It enables prioritization of action items to optimize advocacy and loyalty, and minimize alienation
It has application to any customer segment in virtually any
industry, and any value or experience delivery component (such as
customer service). It can be applied to transactional, brand and
communication, and strategic relationship studies, offering both
independent topic and conjoined research
It identifies the strength of brand franchise, especially in monetizing factors, relative to competitors
Market Probe’s SHARE+ advocacy research provides a number of value-added benefits:
